Skip to main content

Troubleshooting: "There was an error linking to your IGNITE LIVE! account"

Zach Gilbert
Updated

If you see this message in the IGNITE app, the app cannot match your current sign-in to an account with an active IGNITE LIVE! subscription. This article explains the common causes and how to resolve each one.

Why this happens

IGNITE LIVE! checks whether the account you are currently signed in with on the IGNITE app has an active subscription on live.ignitefiringsystems.com. The check fails when:

  • You subscribed using one sign-in method (for example, Google) and are now signed in to the IGNITE app a different way (for example, with Apple).
  • Your IGNITE account does not have an email address on file. This happens most often with "Sign in with Apple" when you chose "Hide My Email."
  • A network or service interruption is preventing the subscription lookup.

Try this first

  1. Sign out of the IGNITE app.
  2. Sign back in using the same method (Apple, Google, or email and password) that you used when you subscribed at live.ignitefiringsystems.com.
  3. Open any show. The first icon should now display as IGNITE LIVE!.

If this resolves the issue, no further action is needed.

If you signed in with Apple and have no email on the account

When you enable IGNITE LIVE! in the IGNITE app's settings screen, you will see a prompt asking you to add an email address to your account. Adding an email is required before you can subscribe.

  1. Tap the prompt to add an email address.
  2. Enter a valid email address you have access to.
  3. Save the change.

If you receive a message that the email address is already in use, contact support using the link in the message. This means another IGNITE account is already associated with that email and the two accounts need to be reviewed manually.

If you subscribed under a different sign-in than you're using now

Account merges are a manual process. Contact support and include the following:

  • The email address or sign-in method you used to subscribe at live.ignitefiringsystems.com
  • The email address or sign-in method you currently use in the IGNITE app
  • The approximate date you subscribed

If the error persists after signing back in

Contact support through the ticket form. Include:

  • A screenshot of the error
  • The version of the IGNITE app installed (Settings > About)
  • The device type (iOS or Android) and operating system version

Related to

Comments

0 comments

Article is closed for comments.