Getting locked out of your account is frustrating to say the least! The good news? We can help you get back in quickly with just a few details. Here’s what to do if you’re stuck on the sign in screen.
💬 Step 1: Contact Us From the Sign in Screen
If you can’t sign in, tap the ? Help signing in link on the opening screen. This takes you to the help page with common solutions, but also has an option to send us a chat if those don't do the trick.
If you get the Solo is unavailable now screen, then signing out and restarting the app usually does the trick, but of course, if it's being persistent then you can message us by tapping "Chat with us"
🧾 Step 2: Send Us These Details
One important thing to know:
When you contact us this way, we can’t automatically see who you are, so we’ll need a few details from you so we can help you safely. To get you signed in faster, please share as much of this info as you can:
- Your email address (this is your sign in)
- Your full name
- Your Client ID (found in your Solo welcome email or your subscription invoice)
- Any screenshots of the error or screen you’re seeing
These details help us identify your account and solve the issue much faster.
📧 Step 3: Keep an Eye on Your Email
Sometimes the chat session can drop or time out, if that happens, don’t worry, you should be able to access the chat again by following the same steps as above. We’ll also email you directly to keep helping you. Just make sure you’re checking the inbox of the email you shared with us.
🔁 Need to Change Your Email?
If you’re trying to update your sign in email, here’s what you need to know:
- Our self-service email change tool isn’t working right now
- Our community team can do this for you manually
Best way to request this:
- Sign in to your Solo app and
- Tap: More → Chat with us
The chat tool will ask for your new email address (hot tip: check for typos before sending) and pass it on to our team. We'll jump on that asap, but please note that while we update your email you might be locked out of Solo while all the systems do their thing and sync up. We will keep you updated via email every step of the way though!
We're here to make Solo as smooth and easy as possible, so if you ever need any help please give us a shout and we'll come running 🏃
