Check that you are in the right place
These checks are for trainers who cannot sign in to their trainer account. If you are a trainee using a session link, read Join a Train Lens session or A trainee cannot join a session.
Use a desktop or laptop computer. Mobile phones and tablets are not currently supported.
Work through these checks
- Check the address. Open the trainer sign-in address supplied with your account instructions. A trainee session link is not the trainer sign-in route.
- Confirm your account access. If you are unsure whether an account has been arranged for you, contact the person who arranged your Train Lens access.
- Check the details you entered. Look for typing mistakes or unwanted spaces. If using a password, check Caps Lock and whether your browser filled in an older password.
- Read the message shown. Follow any instructions on the sign-in page. Make a note of the exact error message if you need help.
- If you have forgotten your password, follow Reset your password.
- Check service status. Visit the Train Lens status page for reported service issues. If an incident affects sign-in, follow its updates.
If the sign-in page does not load
Check that your internet connection works by opening another website. Reopen the trainer sign-in address from your account instructions.
If your computer or network displays a restriction message, ask your IT team for help and include that message.
If you still need help
Contact the person who arranged your Train Lens access. Include:
- The step where sign-in fails.
- The exact error message, if any.
- The approximate time of the problem and your time zone.
- Your browser and operating system.
- The checks you have already tried.
Do not include your password or recovery codes. If you send a screenshot, hide private information first.
What should I do next?
Once access is restored, confirm that you can reach the trainer dashboard before preparing a live session.
