CORE Navigator help

Check that you are using the email address you registered with. Look for typos or extra spaces. If a coach invited you, check which email address received the invitation.

If you forgot your password, use the password reset option on the sign-in page if it is shown. If you still cannot sign in, send us the exact error message. Avoid creating another account straight away: your report may be linked to your existing account.

Open the password reset option on the sign-in page if it is shown. Enter your account email address and follow the instructions in the email.

If no message arrives, check your spam folder. Contact us if you no longer have access to that email address. Do not send us your old password.

Check your spam folder and search your inbox for CORE Navigator. Also check that you entered the correct email address when requesting the message. A company email filter may prevent delivery.

For a coach invitation, ask your coach to check the recipient address. If the message is still missing, tell us what kind of email you expected, such as an invitation or password reset email, and when you requested it.

If you received recovery codes during setup and stored them safely, use one if the sign-in screen offers that option. If you cannot access your authenticator app and have no usable recovery code, contact support.

Explain which access you have lost. Do not send us a security code. We may need to verify your identity to help resolve account access.

Open the original access link again and sign in with the same account if required. Check whether you are offered an option to continue. What remains available depends on which answers were saved before the interruption.

If you cannot continue, note the last step you could see and any error message. Send us those details before starting another assessment or paying again.

First, check that you are signed in to the account you used for the assessment. If you purchased a report, also check your payment confirmation. If you took part through a coach, ask them which report or results are included in your arrangement.

If you still cannot find your report, tell us roughly when you completed the assessment. Add your order number if you made the purchase yourself. Please do not buy the report again to try to solve the problem.

Check that you are signed in with the account you used to complete the assessment. Try opening the report in the app again.

If the report still will not open, tell us what you see. Include the exact error message, your browser and your device. Please do not buy the report again to try to solve the problem.

Copy the code exactly as received, without extra spaces. Use the link in the related invitation and check whether the error message refers to a different account or a code that has already been used.

If the invitation is shown as expired, ask the sender to check your access. If a coach sent it, also ask them to check that it is intended for you. If the problem continues, send us the exact error message. Do not post your code in a forum or on social media.

First, check whether you received a confirmation and whether your payment provider shows a completed or pending transaction. This helps avoid another purchase while the first attempt is still unresolved.

If the payment was explicitly declined, check your payment details and any approval required by your bank. If its status is unclear, contact us with the time and amount. We do not need full card details.

Compare the amounts with your confirmations. Check whether both entries are completed transactions or whether one is still pending. A pending entry alone does not confirm a second completed payment.

If the entries are unclear, send us the related order numbers, transaction dates and amounts. We will check which payments belong to your order. If we need supporting evidence, we will ask for it. Hide your balance and unrelated transactions on any evidence requested.

First, look for the order confirmation in the inbox you used for the purchase. If your account has an invoice section, check there too.

If the invoice is missing, contact us with your order number. For a correction, add the invoice number and the details that need changing. If your coach paid for your access, the invoice for that purchase is addressed to them or their business. Ask your coach directly about an invoice for their coaching services.

First, check which product you bought: a one-time Premium Report purchase is not a Practitioner subscription. For a subscription, your contract documents set out the agreed term.

If subscription management is available in your account, use its cancellation option and keep the confirmation. If you cannot find that option or cannot sign in, write to us and state which subscription you want to cancel. Include the purchasing account's email address and an invoice number if available. Simply not using the service or removing an app from your device does not cancel a subscription. Cancellation and a refund request are separate matters.

Tell us which purchase you want to cancel or which payment your refund request concerns. Include your order or invoice number and explain your request. If you intend to exercise a statutory right of withdrawal, state that explicitly. If there was a technical problem, briefly explain what did not work.

Whether a refund is available, and for what amount, will be reviewed for your case. Check your contract documents and the terms for the conditions applying to your purchase. A refund request does not automatically cancel an ongoing subscription. If you want both, please state that clearly.

If possible, write from your account email address and clearly state that you want to request account deletion. We will clarify which data is involved and whether any records must be retained. Check the app privacy information for details. You can also send privacy requests to privacy@core-navigator.com.

If you also want to cancel a subscription, include that in your message. Do not rely on the deletion request alone to cancel it. For an organisation or coach account, first check which access invited people still need. Before making sensitive account changes, we check whether the request is authorised.

First, check the recipient email address. Ask your client for the exact error message. If your account shows an invitation status, check it before issuing another invitation.

For a personal sign-in problem, your client should contact support directly. Technical support handles access problems; interpretation of the report within coaching belongs in your conversation with your client. For a question about your purchase or credit balance, contact us as the coach. Do not share your client's sign-in details with us.

Compare the balance shown with your plan and the invitations or codes you recently issued. If you bought additional credits, have that order confirmation ready too.

Tell us the balance you expected and the balance you see. We will check whether a code has already used a credit or whether credits are missing from your account. Validity and rollover rules depend on your purchase and the terms agreed for it.

Check the sharing information in your account or invitation. If sharing settings are available, review the permission you have granted.

If you cannot tell who has access, or want to end a sharing permission, contact us. Coaches should not send full client reports for an initial enquiry. Describe which access is missing or which access you believe should not exist.

An invitation from your coach gives you access to the agreed service. To check whether you also made a purchase yourself, look for your own order and its contract documents.

Ask your coach about the invoice for access they purchased. If you also made a separate purchase yourself, send us its order number. This helps distinguish your own purchase from the invitation.

Our website privacy policy explains data use on this website. The app has separate privacy information. The terms describe the contractual conditions, and our legal notice identifies the provider.

For privacy requests, email privacy@core-navigator.com. For purchase questions or technical problems, email support@core-navigator.de. The terms agreed for your purchase apply to that purchase. Your coach may have separate privacy information and contract terms for their own services.

If you still have access and a password change option is available, change your password. Use a new password that you do not use for other accounts. Also check the security of your email account.

If you see someone else's report, do not copy or share its contents. For the initial report, the page and the time are enough.

Report your concern to support@core-navigator.de. Describe what you noticed and when. If personal data may be involved, you can also contact privacy@core-navigator.com. Do not include affected reports or client data in your initial message.