There are a variety of ways to sign in to your asensei account which can lead to confusing situations where users have multiple accounts. The first time you login or signup with Facebook, Apple or email a new account is created - these accounts will not link automatically. This means that even if the email associated with your Apple ID is the same as your Facebook account, or your login with email, the accounts created will still be separate. So it's possible for two asensei accounts to share an email but to be completely separate. This will sometimes occur if you login to the app using your email, then try to login to our website using your Apple ID - the account won't link and purchases won't show up.
DO NOT LINK ACCOUNTS PURCHASED AS PART OF THE FAMILY PLAN. Family plan members should have entirely separate accounts.
If you have inadvertently created two accounts and have worked out with both of them you can link them together in the app.
On the main Up Next conversation screen go to Hey asensei [+], then choose My asensei, and on the screen that appears you will see the login details that you used to sign in to the app near the top. This will be your primary account. If you are a subscriber we strongly recommend that the primary account should be the same one as you used to make a purchase on asensei.com. You may have to logout of the asensei app and login with your primary account. If the primary account is not the same as the one you purchased with on asensei.com then you will not be able to see your purchase history on the website.
Underneath your primary account you will see a small circle with a cross in it with Add Account next to it. When you hit the cross you will be asked to sign in and you should do so using the additional account that you wish to link to your current account.
Once you've linked the two accounts you should log out of the app and then log back in for this to work properly and for purchases and workouts to show up correctly. You should not need to do this if you have set your primary account correctly but if you see any problems you should logout and in again.
Should you ever wish to unlink, you can swipe left on the secondary account details on the My asensei screen and choose unlink.
Purchase Not Showing Up
If you've had a problem logging in to the asensei Website to make a purchase contact us at email@example.com
Why is this stuff so complicated?
It's a long story, but the short answer is that by choosing to support multiple login providers for customer convenience such as Facebook and Apple as well as having a separate website/eCommerce platform with a linked login process we have scope for things to go wrong. We are doing our best to simplify this but Identity is complicated!