If Equilab suddenly looks empty, shows only old trainings or has lost your Premium, you're probably logged in to a second Equilab account. In that case, your trainings and horses are still in your other account. Here's how to find it.
Why riders end up with two accounts
A second Equilab account is usually created by accident, when you:
tap Sign up instead of Log in
make a typo in your email address at sign-up
use a different Apple ID on a new iPhone
forget your login details and sign up again
Find the account with your trainings and horses
Check these in order:
Check how you're logged in. Go to Profile > Settings > Account. A checkmark shows this account's login methods. If that's not how you usually log in, log out in Profile > Settings and log in with your usual method.
Try your other login methods: email and password (check for typos), Apple (iPhone only), Google (Android only) or Facebook.
Search for your other account. On the Home tab, tap the add friends icon (a person with a +) and search for your own name. The icon is in the upper left corner on iPhone and the upper right corner on Android. A rider with your name may be your other account.
Found the account with your trainings and horses? Keep using it, and log in with the same method every time. If you can't get into it, see I can't log in.
What we can do about two accounts
Two Equilab accounts can't be merged, and trainings can't be moved between accounts. We can help you find the right account and, once you confirm, delete the extra one if you'd like.
You can also delete the extra account yourself: log in to it and see Delete your account. Make sure it's the empty account first, because deleting an account is permanent.
These cases need extra care:
If you have Premium on only one of your accounts
If you have Premium on only one of your accounts
Equilab Premium shows only on the account it was bought for. Log in to that account to use Premium.
If Premium is on one account and your trainings and horses are on the other, contact us before you delete anything. Tell us where you bought Premium (App Store, Google Play or our website). Deleting an account doesn't cancel Premium: see Cancel your Premium subscription.
If you signed up with Apple
If you signed up with Apple
An Equilab account created with Apple has no password, so there's no password to reset. Log in with Apple, using the Apple ID you signed up with. If you chose Hide My Email at sign-up, the account uses a private Apple address, not your own email address.
Apple login works only on iPhone. Moving to Android? First add an email and password login on your iPhone: see Add an email and password login. If you no longer have the iPhone, email us at [email protected].
If you signed up with Google
If you signed up with Google
An Equilab account created with Google has no password, so there's no password to reset. Log in with Google, using the Google account you signed up with.
Google login works only on Android. Moving to an iPhone? First add an email and password login on your Android phone: see Add an email and password login. If you no longer have the Android phone, email us at [email protected].
If you still can't find your account
Contact us and include the name on each account, every email address and login method you may have used and, if Premium is missing, where you bought it. If you can't log in to any of your accounts, email us at [email protected].
Still need help? Contact us in the app: go to Profile > Settings > Contact Support, or email [email protected].