Unable to log into my main groupme account

The reset link is opening the old account because the email address or phone number entered is associated with that account; locate the main account using its other possible sign-in identifiers, then ask GroupMe Support to identify it if none match.

Locate the main GroupMe account

Since resetting the identifier currently used only returns you to the old account, do not reset it again.

1. Open GroupMe’s Forgot Password page.
2. Enter each different email address or phone number you may have used for the main account—personal, work, school, or an older provider.
3. Check each inbox’s spam/junk folder. GroupMe sends a reset link when an identifier matches an account.
4. When a different identifier produces a reset message, use that link and then sign in with that exact email address or phone number. GroupMe officially supports password recovery using either one.^1^
5. Try the resulting credentials at GroupMe on the web, which avoids an existing mobile-app session automatically returning you to the old account.^1^

If you identify the correct email but cannot open that mailbox, recover the mailbox through its email provider first.

If the account originally used Facebook sign-in

GroupMe no longer provides the Facebook login button, but the account still exists and is linked to the email address that was associated with Facebook.^1^

1. In Facebook, open Settings → Personal Information → Contact Info.
2. Note the listed email address.
3. Sign in to GroupMe directly with that address, or enter it on GroupMe’s Forgot Password page.

If no identifier finds the main account

Contact GroupMe Support and provide:

• The phone number that may be attached to the main account.
• Every possible email address used with it.
• Your GroupMe display name.
• A brief explanation that password recovery for the known identifier opens a different GroupMe account.

GroupMe specifically directs users to support when none of their email addresses locate the account. Support response times may currently be longer than usual because some users are experiencing sign-in failures.^1^ GroupMe chat support is available Monday–Friday during the published US time-zone hours.^2^

This is a GroupMe account-matching issue, so the Outlook/Microsoft account recovery form is not the appropriate escalation unless the inaccessible item is the Outlook mailbox receiving the GroupMe recovery message.

References

1. GroupMe log-in issues | Microsoft Support
2. How do I contact GroupMe Customer Services? | Microsoft Support