For the JRNY Mobile App:

Troubleshooting Steps

The following steps can help to resolve any related issues:

Profiles

Power Cycle and Attempt to Log In

1. Power cycle your machine:

   1. Unplug the power cord from your machine

   2. Wait 30 seconds (this allows the machine to completely power down)

   3. Plug the power cord back into your machine

2. When your machine reboots to the Log In/Guest/Create a New Profile screen, attempt to log into your profile.

3. Make sure that the password is entered with the correct Uppercase and Lowercase letters.

Verify the Profile is Active

• Select Create a New Profile from the Log In/Guest/Create a New Profile screen

• Tap to accept and proceed through the Terms of Use & Privacy Policy

• On the Create a New Profile screen, enter your email.

• Check if a message is displayed that a profile has already been created with this email:

• If no message is displayed, there is no profile associated with the account. 

• Attempt to log in using another email or create a new account.

Reset Password

1. Select Log In from the Log In/Guest/Create Profile screen

2. Select Forgot Password

3. Enter your Email Address and tap Next

4. Check your inbox for a Confirmation Code email.

   • If you do not receive a Confirmation Code and have verified a profile has been created, power cycle your machine:

     • Unplug the power cord from your machine

     • Wait 30 seconds (this allows the machine to completely power down)

     • Plug the power cord back into your machine

     • Return to Step 1 of this process to reattempt the Password Reset.

5. Enter the Confirmation Code. Select a new password and enter it in the New Password and Confirm Password fields.

6. Tap Set New Password to complete the password change. You will be directed back to the Log In page to log in with your email and new password.