USTA Account Troubleshooting Tips

We've included a series of troubleshooting tips below to assist with potential login or password reset issues. If you need further assistance with resetting your password, please refer to How to Reset Your USTA Account Password for step-by-step instructions.  

Login Troubleshooting

I can't log in with my Mobile Number.

• Make sure to use the proper phone number format +1XXXXXXXXXX
  
  
• Your phone number must first be verified before you can use it to log in.  Click here for instructions.
  
  
• Only North American mobile numbers with a +1 country calling code can be used for the purposes of sign-in.

I'm receiving the error message: Incorrect Username or Password

• You will receive this error message if the sign-in detects an error with the login credentials used. 
   
  • Make sure to use the proper phone number format +1XXXXXXXXXX
    
    
  • Try deleting your login information and manually typing your email address or phone number and password.
    
    
  • If you're still receiving the same error message after trying the steps above, please try resetting your password. Refer to How to Reset Your USTA Account Password for step-by-step instructions. 

I'm receiving the error message: Invalid Parameter in Request

• You will receive this error message if the sign-in detects a space was used when entering an email or mobile number.
   
  • Try retyping your email address or phone number, ensuring there are no spaces included.
    
    
  • Make sure to use the proper phone number format +1XXXXXXXXXX

I'm receiving the error message: PreAuthentication failed with error User cannot login - ASM token is not valid

• You may receive this error message if there have been too many incorrect login attempts.
  
  
  • Try using a different browser or device. 
    
    
  • If you are still getting the same error, please try resetting your password. Refer to How to Reset Your USTA Account Password for step by step instructions. 

Password Reset Troubleshooting

I can't reset my password using my mobile number

• Make sure to use the proper phone number format +1XXXXXXXXXX
  
  
• Your phone number must first be verified before you can use it to log in.  Click here for instructions.
  
  
• Only North American mobile numbers with a +1 country calling code can be used for the purposes of sign-in.
• The password reset code is sent via SMS to the verified phone number on your USTA account and via email to the email address linked to your USTA account. Please refer to How to Reset Your USTA Account Password for more information.

I'm receiving the error message: Password cannot be reset, do not reset the password reset page

• If you received this error message after clicking on the Change Password button, you may have exceeded the number of allowed attempts.
  
  
  • Try resetting your password from a different device by following the steps in How to Reset Your USTA Account Password.

I'm receiving the error message: Invalid Parameter in Request

• You will receive this error message if the password reset detects a space was used when entering an email or mobile number.
  
  
  • Try retyping your email address or phone number, ensuring sure there are no spaces included.
     
    • Make sure to use the proper phone number format +1XXXXXXXXXX

I'm not receiving my password reset code

• The password reset code will be attached in a message from noreply@accounts.usta.com and will be sent to the email address linked to your USTA account.
  • This email may take a few minutes to be received.
  • If you haven't received the email after a few minutes, please try the following:
    • Check the Spam/Junk folder of your mailbox
    • Search for a message from noreply@accounts.usta.com
    • Search for a message with the subject: USTA Account Alert - Password Reset Request

• If you've verified a phone number on your USTA account, the password reset code will also be sent via SMS. The message will be sent from +1 (386) 465-3115 to the verified phone number on your USTA account.
  • This SMS may take a few minutes to be received.