Troubleshooting Username and Password

Email Address / Name Changes

Due to privacy restrictions, we are unable to edit an email account once it's been created. You can create a new account with the desired email address by:

1. Select the red profile icon in the upper right-hand corner of the app and tapping "Sign Out" at the bottom of the screen. 
2. Go back to the profile screen, tap "Sign Up/Sign In".
3. Click "Don't Already Have an Account?" at the bottom of the screen.

Privacy restrictions also inhibit the ability to edit the name on an account once it's been created. However, this information is only within the profile page. 

Troubleshooting TB12 Mobile App Access

Quit the App and restart it.

Ensure that your App subscription is still active with the same provider as previous.

• Subscriptions to the TB12 Mobile App are not transferrable between iPhone and Android platforms. Thus, if your subscription was initiated via an iPhone, you will not be able to log in using an Android device and vice versa.
• If this occurs, you will have to cancel your subscription with the previous provider and re-enroll with your current provider.
• Don't worry, cancelling your subscription with your provider will not mean your content is lost. Your information with TB12 and the account created will still be saved.
• Check that you have an active subscription by following the steps on Apple's support page or Google's support page.

Restore your purchase by following the steps below:

• Tap on the red profile icon in the upper right-hand corner of the app
• Make sure you are logged into the app
• Tap on “Restore Purchases”
• Enter your Apple ID or Google Play password if prompted
• Force quit the app and re-open

Restoring your purchase will not enroll you in another subscription or charge you twice. This action triggers your account to be verified.

Forgotten Passwords

To reset your password:

1. Go to your profile and tap "Forgot Password?". A new password will be sent to your email.
2. If the App is not recognizing your email address, create a new profile by going to the profile screen and tapping on "Don't Have an Account?". The app should maintain your membership status when you create a new account, but if for some reason you don't, you can follow these steps provided in question 1 to restore your purchase.