When a member tells you they cannot log in to the ClubRight Member App or their online member area, the cause is usually one of a small number of common issues. This article walks through each scenario and how to resolve it. If none of the steps below solves the problem, our Customer Success team is happy to help.
Has the member registered yet?
A member can only log in once they have registered with your club. There are two routes:
Joining online: the member registers and sets their own password as part of the online sign-up flow. They can log in straight after.
Added in-club by staff: when a member is added to ClubRight by your team, they do not yet have a password. To create one, they need to go to your login page and use the Forgot password link with the email address you added for them. This emails them a link to set their password.
The member is entering the wrong password
If the member has logged in before but cannot now, the most likely cause is an incorrect password. Ask them to use the Forgot password link on the login page to reset it. For step-by-step instructions, see Forgotten password.
Can I send a member a password reset email?
No. Staff can't send a password reset from a member's profile. The Change Password option you see in ClubRight is for your own staff login, not the member's.
Instead, ask the member to reset their password themselves:
On the login screen of your member area or the app, tap or click Forgot password.
Enter their email address.
Open the email and follow the link to set a new password.
The reset email goes to the email address on their member profile, so make sure it's correct.
If the email doesn't arrive, see The password reset email is not arriving.
The member is entering the wrong email address
A member must log in using the same email address that is recorded on their member profile in ClubRight. If they have more than one email address, they may be trying the wrong one.
Click the burger menu in the top left-hand corner and click Contacts.
Find the member and open their full profile.
Check the email address listed on their profile.
If the email is incorrect, edit it to the address they want to use. They can then log in with that email and reset their password if needed.
Can members change their own email address?
No. Members can't change the email address on their profile themselves. On My Profile in the member area, the Email field is greyed out, though they can still edit their other details. If a member wants to use a different email address, change it for them:
Click the burger menu in the top left-hand corner and click Contacts.
Find the member and open their full profile.
Click the pencil icon (Edit profile), to the left of Audit Log.
Change the email address in the Edit Profile panel and save your changes.
⚠️ Note: If another profile uses the same email address, for example a parent and child, changing the email removes the link between them. See How do I unlink a linked profile?
If I change a member's email, do they need a new password?
No. Their password stays the same. From now on they log in with the new email address and their existing password. Their old email address no longer works for logging in.
If they don't know their password, or have never set one, they can use the Forgot password link on the login page. The reset email goes to the new email address. See Forgotten password.
Email mismatch after data migration
When clubs switch to ClubRight from another platform, we offer a free upload of existing member data. Very occasionally, a member's email address does not transfer correctly during this import. The fix is the same as above: update the email on their member profile to match the one they want to log in with.
The password reset email is not arriving
If the member has requested a password reset email but cannot find it, ask them to:
Check their spam or junk folder.
Confirm the email address they entered on the reset form is correct, then request the reset again.
Add the ClubRight sending address to their safe senders list if their email provider is blocking it.
If the email still does not arrive after these steps, contact our Customer Success team.
The Member App is showing as disabled
If a member sees a message saying their account is disabled, this usually means they were previously linked to a club that has since been deactivated in ClubRight. Contact our Customer Success team and we will investigate.
💡 Helpful tip: Always confirm the email first. Most member login problems come down to the wrong email address being used. Ask the member to read out the email they are trying to log in with, and compare it to the one on their profile. This resolves the majority of cases in seconds.