If you’re struggling to log into your account on komoot, the most common reason is a mistake in your email address. When you log in on our website or mobile apps, you’ll be asked for the email address you used when setting up your account. If the system doesn’t recognize the email address provided, you’ll be prompted to create a new account and set a password. If you’re sure you’ve entered the correct email address, please check for typos or spelling errors.

If you’re in an account and can’t access your purchased regions, or find your Tours, you’re likely in a second account. Please refer to the following article: Purchased product not available.

Checking your email address

If you’re getting prompted to create an account instead of being logged in, check the email address you’re using – especially if you have multiple email addresses. If the email address is correct you’ll be asked to enter your password. 

You may have made an error when entering your email address during the signup process. If you think you entered an incorrect email address when signing up and can therefore no longer access your profile, please contact us. 

If you have a gmail or a googlemail email address, please try to log in with both endings @gmail.com and @googlemail.com. Our system registers these as different addresses, so you can only log in with the exact same address you entered on sign up.

Using Facebook login

If you created your account using the Facebook login option, please continue to use this to log in. If you would like to be able to log in with an independent password and email, instructions on how to set this up are in the following help article: Facebook connection

Using Apple ID login

If you created your account using the Apple login option, please continue to use this to log in. If you would like to be able to log in with an independent password and email, instructions on how to set this up are in the following help article: Signing in with Apple ID

Resetting your password

If you’ve forgotten your password, you can reset it. Please enter the new password manually, to ensure there are no copy/pasting errors. If you accidentally press the password reset button several times, please check that you use the auto-generated password from the most recent email, because the previous one(s) will have become invalid.

Password managers

If you’re using a password manager, it may be storing the wrong email address. That means the saved password does not work with the saved address. Please deactivate it and enter the mail address manually. You can also try it in another browser. 

If you receive an error message in the app that the password is wrong, but the login on the PC works with this data, check if a password manager is active on the mobile phone. It may be storing a different email address. Deactivate it and enter the mail address manually.

Enabling cookies

If you’re trying to log in to the website and have checked all of the above, make sure you’ve allowed the use of Cookies on our website. If you didn't do this, you will get a message indicating that cookies are turned off and you need to turn them on to use your account. Please enable cookies on the browser you use.