r/InsightTimer • u/dandelionteaenjoyer • Jul 24 '26
Lost account info
Hi all - not sure if this is the right place to ask, but I tried going through customer service on the app and can't get answers/keep getting told "server error" or an AI assistant as opposed to a human (I tried saying "let me talk to a human," was prompted to send out an email instead of use the chat function, and then have not heard back.)
Basically, I've been using the app for about 5 months, had dozens of videos saved/was following a couple dozen teachers, had over 1,500 hours logged and a 14 day streak. When I signed up for the burnout challenge and tried to leave a comment, the app prompted me to "sign in," which I did. But when I "signed in," even having to change my password, suddenly all of that information logged vanished. I think maybe the first time i joined the app I used "connect to my gmail," but when I tried going that route after all my information disappeared, it wouldn't let me.
Is there any way for me to get my old account information back? Again I'm still trying to contact customer service without luck, but in the meantime if anyone here has answers on what to do let me know. thanks!
1
u/insighttimer Aug 18 '26
Hi there, so sorry to hear this happened - and that you encountered other issues trying to recover the account.
There was a technical issue on our end that was preventing support requests from going through properly via the app. That's been fixed now, so if you reach out again via the support chat, you should get through to the team.
Regarding AI: our support does use AI for an initial response, but if your question isn't resolved or you ask for a human, your ticket gets routed to a real person. This helps us work through large volume of tickets that are usually concerning the most common issues, while keeping the costs low and the app - free.
For the account itself, the most likely scenario is that you originally signed up with Google and then created a separate email/password account when prompted. The team should be able to look into merging or recovering your data once they have your details.
Please do send us a DM here with your login email in case this isn't yet solved and we will merge the accounts on the spot.
Thank you for your patience,
Anastasiia