If you're having trouble accessing your account, find the situation below that matches what you're seeing.
I clicked "forgot password" but never got the email
This is usually one of a few things:
- Check your spam or junk folder. Reset emails sometimes get filtered, especially if this is the first email you've received from us.
- Add support@swimcloud.com to your contacts so future emails don't get caught by spam filters.
Wait a few minutes and try again. Delivery can occasionally lag. - Double check you're entering the correct email. If you have more than one email address, try the reset on each one — see the next section if you're not sure which email your account uses.
If you've tried all of the above and still haven't received anything after 15 minutes, submit a request and let us know. Include the email address(es) you've tried so we can look into it directly.
I don't know which email is linked to my account
This comes up often, especially for parents managing a child's account, or swimmers who registered a while ago and can't recall the details.
Because account email addresses are private information, we can't look this up and share it over email or chat without verifying it's really you. To help us confirm your identity and resolve this quickly, please submit a request with the following:
- Full name of the swimmer
- Team or school name
- Graduation year (if applicable)
- Any swimcloud profile URL you're aware of (even an old or duplicate one helps)
Including these details up front means we can usually resolve it in a single reply, rather than going back and forth.
My registration link expired before I finished signing up
Activation links expire after 48 hours. If yours expired mid-registration, you don't need to contact support — just start the registration process again at swimcloud.com/register. Starting over will not create a duplicate profile as long as you use the same email address.
I was logged out after my accounts were merged
If you recently had duplicate profiles merged by our support team, you may need to log in again using the email address tied to the surviving profile — which may be different from the one you were using before the merge.
If you're not sure which email that is, follow the steps above under "I don't know which email is linked to my account."
Still stuck?
If none of the above matches your situation, submit a request and include:
What you were trying to do
Any error message you saw (a screenshot helps)
The email address(es) you've tried
We'll get back to you as quickly as we can.