- The system only allows a maximum of 3 attempts to login before you will be locked out of the system for 30 minutes. This is a security measure to prevent fraudulent access to your account. This lockout cannot be overridden by the studio or Zen Planner support. If you receive the lockout warning, it is best to stop attempting to login and follow the process below to reset your password.
- Make sure you are using the correct address for your studio's site. It should be in the format of https://"yourstudioname".zenplanner.com.
- The only requirement for member's passwords is that they are a minimum of 8 characters
- Member's new passwords will not expire
If you're having trouble logging in to your studio's Member Connect site or mobile app, you can usually fix this quickly. If you are using the correct email address your studio has on file for you, you will need to reset your password. Neither the studio, nor Zen Planner support has access to your actual password, so the only solution is to be sent a password reset link. The quickest way to accomplish this is for you to go to your studio's Member Connect site, or go to the mobile app, and click the blue Forgot Your Password? link on the login page. Enter your email address and click the Send Email Now button.
If you used the correct email address, you will get a message letting you know that the reset link has been sent and to please check your email. Follow the link in the email to the secure page where you will be prompted to change your password.
If you used the incorrect email address, you will see a red banner alert "Sorry, your email address was not found. Please try again." If you get this message you will need to reach out to a staff member at the studio to verify or change the email address they have on file for you.
If you are still having issues after following the troubleshooting instructions, please reach out to the Zen Planner support team for additional help. You can call the Customer Advocate desk at (866-541-3570) or email them at firstname.lastname@example.org.