If you're having trouble logging into your komoot account, the most common issue is an incorrect email address. When logging in via komoot's website or app, you'll need to enter the email address used when creating your account. If we don't recognize it, you’ll be prompted to create a new account and set a password.

Before proceeding, check for typos or spelling errors. If you’re sure the email is correct but still can’t log in, read on for possible solutions.

Checking your email address

If you’re asked to create a new account instead of logging in, double-check the email address you're using, especially if you have multiple email accounts.

• If the email is correct, you’ll be asked to enter your password.
• If you think you entered an incorrect email during signup and now can’t access your profile, contact us for help.
• If you have a Gmail or Googlemail email address, try both endings:
  • @gmail.com 

  • @googlemail.com

Our website and app will treat these as different addresses, so you must use the exact one you registered with.

Are you logged into the wrong account?

If you're logged in but can't access your purchased regions or routes, you may have accidentally created a second komoot account. Learn how to fix this issue in our guide: Purchased Product Not Available.

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

It's possible that you'll need to reset your password. Here are some troubleshooting tips when resetting your password:

• If you can’t log in with the new password we sent, check if you accidentally clicked the reset button multiple times. Only the latest reset email is valid.
• If you copy and paste the password, make sure you haven't copied any spaces. Try entering it manually.
• Check if the issue occurs across different devices. Does it work in the app but not on the website?
• Try a different browser if you’re having trouble on the website.
• If you're using the komoot mobile app, switch between Wi-Fi and mobile data to see if your network is the issue.

If none of this solves the problem, contact us and let us know what you've tried, which device(s) you're using, and send us a screenshot of the error message.

Password managers

If you're using a password manager, it may be storing the wrong email address and preventing your login. Here are some troubleshooting tips when using a password manager:

• Disable the password manager and manually enter your email.
• If logging in works on a computer but not on mobile, check if the mobile password manager is using a different email.
• If issues persist, try using a different browser.

Web login issues

If you're having trouble logging in on the komoot website, the issue might be related to your browser or network. Here are some troubleshooting tips when logging on via the komoot website:

• Update your browser to the latest version.
• Try a different browser to see if the issue persists.
• Clear your browser cache and delete cookies.
  • Be sure that you enable cookies in your browser settings to access your account.
  • If cookies are disabled, you’ll receive a message saying they must be turned on.
• Disable ad blockers, pop-up blockers, or browser extensions.
• Try logging in using an incognito window.
• If you're using security software or a VPN, exempt komoot or temporarily disable it.
• Check your network settings.
• Some firewalls may block access. Try logging in from another network or using mobile data on your phone’s browser.

If none of these steps resolve the issue, contact us with details about your setup.

App login issues

Sometimes, installation or update issues can cause login problems. The best way to fix this is to do a clean reinstall of the app.

How to reinstall the komoot app:

If you're still logged in, select:
1.   Profile
2.  Settings
3. Profile info and note your user ID and email address.
4. Close the app and remove it completely from your device.
5. Reinstall the app from the Google Play Store or Apple App Store.
6. Log back in using your email and password.

If the issue persists after reinstalling, please contact us. It may be a bug in the latest komoot release, and we’ll forward it to our developers.

Info: You will keep access to all your routes and unlocked regions as long as you log in with the same email and password. Any downloaded maps and saved routes for offline use will need to be re-downloaded after reinstalling.