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Common Troubleshooting

Common Troubleshooting Solutions


Issue: I cannot login.


Solution: First, double-check that you are logging into


Please note that (FSP and DSP) and (Individual and Institutional Memberships) are separate logins.


After confirming that you are on the correct website, please double check that you are using the correct email address. With very few exceptions, the email you use to log-in will be the same email address where we send communications regarding the program you are in. You can find this email at the bottom of every program email in addition to the "To" information stored on the email.



Issue: I see a previous week instead of the current week.


Solution: By default, the website will load to the current week. You can switch which week you are viewing by clicking the week number on either the Home tab or the My Group tab. If you are seeing a previous week by default when opening the website, there are a few things to check:

  1. Refresh the page.
  2. If you are using a bookmark or a homepage setting, be sure that the bookmark/homepage goes to Your bookmark or homepage may be directing you to a specific week.
  3. Clear your browsers cache (click here for a detailed step-by-step guide:'s-Cache).


 Issue: After logging in or visiting the webpage, I am only seeing a gray screen, and I can't access the website!


Solution: Clear your browsers cache (click here for a detailed step-by-step guide:'s-Cache).



Issue: When attempting to save my check-in, the page refreshes but nothing was saved.


Solution: First, try clearing your browsers cache (click here for a detailed step-by-step guide:'s-Cache). If you continue to experience this issue, submit a support ticket by clicking the "Feedback" button on the left side of the page.



Issue: I cannot edit or mark my goals complete.


Solution: Clear your browser's cache and fully refresh the page (click here for a detailed step-by-step guide:'s-Cache).



Issue: I am still experiencing an issue that is not listed here.


Solution: If you are able to access the website, click the small green "Feedback" button on the left-hand side of the page. This provides us with very useful information regarding your browser and the exact location the issue is occuring.


If you are unable to use the button for any reason, please feel free to reach out to us at with the following information:

  • A detailed explanation of the issue.
  • What operating system (Windows, Mac, Linux) and version you are currently using.
  • What internet browser (Internet Explorer, Safari, Chrome, Firefox, etc) and version you are currently using.
  • If possible, include a step-by-step detail of the exact steps that you took prior to experiencing the issue (ie, did you just complete a check-in, did you have the webpage opened in multiple tabs, etc).
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