I'm having trouble logging into my Lumosity account. What do I do?

There are several reasons why you may be having trouble logging into Lumosity. Below are the most common login issues members experience.

I’m seeing “Oops, that login information was incorrect. Please try again.”

Try the steps below to resolve this issue.

  1. Make sure caps lock is off (passwords are case sensitive) and you are not inadvertently adding a black space before or after your password.
  2. Reset your password using our Password Reset form. (Be sure to use the email address tied to your Lumosity account.) If you do not receive the password reset email, check your spam folder. If it's not there, please send an email to our customer support team and we can reset your password for you.
  3. If you’re still having trouble on our website you can clear any automatically stored passwords. This will ensure that invalid password information is not being entered for you automatically by your computer or browser. For instructions on clearing automatically stored passwords, please see this Help Center article.

I’m seeing “Sorry, we couldn’t create a new account using this information. If you already have an account, please log in.”

If you're receiving this error, it means you're using the account creation page rather than the login page. Make sure you're logging in on the Lumosity.com login page. In the app, tap "Already a member?"

I’m being logged into someone else’s account

This can happen if you’re using a shared device. If the person who used Lumosity prior to you did not log out of their account, you will be brought to their account when you go to Lumosity.com or open the app. Note that training reminders will not automatically log you into your account, they will simply bring you to Lumosity.com.

To log out of an account on Lumosity.com, click on the name in the top-right hand corner and select Logout. In the app, tap More at the bottom of the screen, tap Account Settings, and then tap Logout at the bottom. See detailed logout instructions. 

I’m seeing "An unknown error has occurred" on iOS or "Please check your internet connection" on Android OR "We were unable to authenticate you at this time" on iOS

If you have any apps which might be changing the way your device connects to the internet, such as a security app or VPN, try disabling the app or turning it off for Lumosity before you try to log in again. If that doesn’t help, then try using a different internet connection as your IP address may be blocked.

Not what you’re looking for?

If you have purchased a Premium membership but are being logged into a free account, see our Help Center article I just paid - Where is my full access?

If you are able to log in but cannot load our games, see our Help Center article My games don't load. What do I do?

 

Last Updated:
Was this article helpful?