Tips for Troubleshooting Motion Login Issues

Logging in shouldn't be an obstacle course. If you find yourself grappling with the occasional hiccup when accessing Motion, here are the three most common issues and their solutions.

For a smooth onboarding experience, please log in at app.usemotion.com using a desktop browser.

1. Unable to Log Into Motion (No active trial/subscription error)

Why this happens: If you are locked out of your account, you may be using a different email address from the one you initially registered with.

You might encounter the following screens if you signed in using an incorrect email address:

If you see a screen indicating there's no active trial or subscription, just click the blue button to sign in with the correct email.

🛠 How to fix:

1. An email regarding your account should have been sent from [e-mail]. You will need to check your spam or junk folder in case the email has been redirected there.

2. Alternatively, you can log in to Motion via Google Incognito (use a private/incognito browser where cache and cookies are cleared).

3. You should see two options:

• Option #1: Log in with authentication.

• Option #2: Log in with email and password.

Choose Option #1 and authenticate using your Google, Microsoft, or Apple account if you haven't logged into Motion before.

2. Did not receive Password Reset Email

Why this happens: You haven’t finished onboarding yet and your account is not registered in the system.

🛠 How to fix:

1. Log in to Motion via app.usemotion.com on a desktop browser.

2. You should see two options:

• Option #1: Log in with authentication.

• Option #2: Log in with email and password.

Choose Option #1 and authenticate using your Google, Microsoft, or Apple account.

1. If you want to log in using your email and password, you must complete the onboarding process first.

2. Then, log out and click the “Forgot your password” button.

3. Enter the email address that you used to create your Motion account.

4. A password reset link will be sent to your email, allowing you to establish a new email and password sign-in method specifically for Motion. Once this process is completed, you can log in using either authentication, or your email and password you just created.

3. Trapped on the Payment Page

Why this happens: If you've already registered but find yourself perpetually redirected to our payment page, you might have logged in with the wrong email.

🛠 How to fix:

Click on the “Change” button to return to the login page.

Can't remember the email you registered with? No worries - drop our support team a message with the last 4 digits of your credit, and we'll help you out!

4. Stuck in a Login Loop

Why this happens: If you recently reached out to Motion Support to change your email address, you might be stuck in a login loop due to email domain changes (change from a Google email address to a Microsoft email address, etc). You might be trying to log in using your new email address but keep on seeing the “Log In” page below:

🛠 How to fix:

Please reach out to Motion Support via Intercom chat.

5. Awaiting Microsoft / Google Admin Approval

Why this happens: Getting an error when connecting your Microsoft or Google calendar? You may need your organization's admin to grant permission for third-party applications to access your account.

🛠 How to fix:

Share these instructions with them:

Microsoft

• Visit https://app.usemotion.com/add-account.

• Click on "Continue with Microsoft.”

• Tick the box for "Consent on behalf of your organization" in the pop-up that appears.

• Click "Accept," and voila! Motion should now be accessible for your organization.

Google

For those having trouble connecting your Google calendar, your organization's admin can grant permissions for third-party applications by following these step-by-step instructions: https://app.usemotion.com/oauth-instructions