This issue is normally caused by signing in using the wrong email address or phone number.
- If you have a Yup plan associated with your school, please use your school email address and not your phone number or personal email address.
- If you have a Yup Family plan, you should sign in with your phone number that was entered during sign-up. You should not be signing in with your email address. If you sign in with an email or with a different phone number, it won't recognize you!
If you are still having issues, please send a screenshot or a screen recording to firstname.lastname@example.org with as much detail as possible, and we’ll investigate it as soon as we can.