What do I do if I see the "Invalid Multipass request" error on asensei.com

A small number of users have reported seeing the error shown below "Invalid Multipass request.  The given email address is already used by another customer..." when attempting to login to www.asensei.com. This error can cause a lot of frustration so we will try and explain the cause and the cure in this article.

What causes an "invalid multipass request error"?

This error occurs when you attempt to login on the asensei website and you have created more than one asensei account that is associated with the the same email address.  For example using a sign in with Apple ID which has the same email associated with it as another account which might use (the same) email and password.

It's surprisingly easy to forget which method you used to login to the app and try one of the alternative methods, resulting in a duplicate account being created inadvertently.

For example this error can occur on www.asensei.com if you use an account using your email+password account to make a purchase but then at a later date try to login to the website using Sign In With Apple or using Facebook.  Our ecommerce provider on www.asensei.com doesn't allow more than one account to exist for a given email address - so you will need to login using the same method (email | Facebook | Apple) as you have used on the website previously. 

Note that the asensei app is not as fussy as the website and will allow sign in with different methods that share the same email address, but it treats each sign in method as a completely separate account unless you link them together.  This can lead to confusion!

How can I resolve the "Invalid Multipass request" Error?

If you see the "invalid multipass request" error this means you have previously signed into the www.asensei.com website using a different method (email+password, Facebook or Apple sign-in) which shares the same email. 

To resolve this issue you need to do two things:

Step 1. identify the method used to sign into the website to make a purchase.

Step 2. In the asensei app you will link together the multiple accounts you have created, making sure that the method identified in step 1 is the primary account. 

We suggest you follow these instructions to try and resolve.  This can be a little complicated so please feel free to reach out to us at [e-mail] if you need assistance.

1. In the asensei rowing app you can see the method you have used to sign into the app by hitting Hey asensei [+] then My asensei, then you will see your account details at the top of the screen - this will show an email address and the login method (email/Facebook/Apple). 

2. You should try using the same method as listed in the app to login to www.asensei.com - e.g. if Apple is stated then try signing into the website using your Apple ID. If your login is successful at this stage then you should continue using those account credentials for the asensei rowing app and the asensei.com website login.  If that does not work that normally means that you have more than one asensei account and should continue with the following steps.

3. If you have multiple asensei accounts you can link them together in the asensei rowing app.  It is important to note that the primary account shown in the asensei rowing app must be the same as the account you used to sign into the website to make a purchase - this ensures that purchases on asensei.com show up in the app correctly. 

How do I know which type of sign in I purchased with?  If you can't recall which sign-in method you used to purchase asensei please ask us via [e-mail] and we will help.

4. Link asensei accounts in the asensei app. In the asensei rowing app hit Hey asensei [+] then My asensei, then you will see your account details at the top of the screen.  Underneath is a little (+) symbol which will allow you to link a new account to the current account you are logged in with (the primary account).

If the above steps don't work then please get in touch with us via [e-mail] and we'll do our best to help.