Hi there! I understand you’ve been using the Costa Vida app for a while but recently can’t access it, even after trying a new sign-in. I’d love to help you get back into your account.

First, could you tell me a bit more about what happens when you try to sign in? For example:
- Are you getting any error messages? If so, what exactly do they say?
- Is it related to your email or password not being recognized?
- Have you tried resetting your password using the “Forgot Password” option?

Sometimes, existing users need to create a new account if there has been an update to the app or system. Recently, Costa Vida introduced a new app, and some users had to re-create accounts due to changes in the loyalty system2 6.

Here’s what I suggest as the next steps:

1. Open the Costa Vida app and click on “Forgot Password.”
2. Enter the email you used for your account to receive a password reset link and follow the instructions from the email9.
3. If the app reports that the email is already in use when trying to create a new account, that confirms your email is recognized in the system.
4. If password reset doesn’t work or you don’t receive an email, check your spam/junk folder.
5. Make sure the app is updated to the latest version available on your device.

If after these steps you still can’t sign in, please let me know any error messages or issues you observe. We can dig deeper into the account settings on the backend or explore if there’s a known outage.

Does this sound like a good plan to start?

The first message I get when I first open the app: "Please create a new account and your previous rewards will carry over in the next 24 hours". When I select the "sign in" button, I get the following message: "Accounts created prior to 11/7/23 will need to be recreated. In order to have your points and rewards transfer, please use the email associated with your previous account". My previous email is no longer in use (the company shut down their email service about 5 years ago). Since then, I have recreated a new email and password, but I still get the same error message. When I enter the last email associated with my account, I get a the message: "Dismiss".

Thanks for sharing all those details! That message about needing to recreate accounts for those created prior to 11/7/23 is key here. It looks like Costa Vida updated their app and rewards system, requiring users to recreate their accounts to migrate points and rewards2.

The challenge here is that your original email—used on your old account—is no longer active, but you need to enter that email address exactly for the rewards transfer to work. Since that email service was discontinued 5 years ago, it can't receive the verification emails or password resets.

Here’s what I recommend as the best path forward:

1. Try entering your old email address exactly as it was in the app’s account recreation screen, even though you can’t access that email anymore. This should trigger the backend system to link your new account to your previous rewards and points.

2. Wait 24 hours after creating the new account with the old email address entered, as mentioned in the app’s message, for your previous rewards to transfer.

3. If the app shows only a "Dismiss" message without further instructions when you enter the old email, this might indicate it recognizes the email but can’t complete the process due to the email’s inactivity.

4. If the rewards have not transferred after 24 hours, the next step will be to contact Costa Vida support directly at [email protected]. They manage the rewards program and can assist with manually linking your old points to your new account, even if you don’t have access to the old email.

5. When you reach out to support, be sure to provide:
- Your old email address (the one no longer active)
- Your new email address
- Any relevant app account details or usernames
- Details about the error messages you’re seeing

This is unfortunately a known side effect of both the app update and using an old email that’s no longer accessible2.

Would you like me to help draft the support email for you, or guide you through submitting it? Or if there’s anything else you’re seeing on the screen, please let me know!

Yes, that would be helpful

Absolutely! Here's a clear and polite draft email you can send to Costa Vida support at [email protected] to explain your situation and request assistance with transferring your rewards:

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Subject: Assistance Needed with Rewards Transfer for Recreated Account

Dear Costa Vida Support Team,

I hope this message finds you well. I am contacting you for help with accessing my Costa Vida rewards after the recent app update.

I have been a long-time user of the Costa Vida app, but due to the account recreation requirement for users with accounts created prior to November 7, 2023, I needed to create a new account. However, the email I originally used for my account is no longer active, as the company that provided it shut down the email service about five years ago.

When I enter my old email address during the account recreation process, I see a message stating that accounts prior to 11/7/23 need to be recreated to transfer rewards, but I am unable to log in or verify through the old email since I no longer have access to it.

Could you please assist me in transferring my previous rewards and points to my new account? Here are the details:

- Old email address: [Insert your old email here]
- New email address: [Insert your new email here]
- Any additional info: [Optional - for example, approximate date you created the old account]

Thank you very much for your support. I look forward to your assistance and appreciate your time.

Best regards,
[Your Name]

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If you want, I can guide you on how to send this email or help with any edits to fit your style. Would you like me to do that?

Unable to access my app that I have used for a number of years. Tried a new sign in, but no luck.

Hi! It sounds like you're having trouble accessing your Costa Vida app after trying to sign in with a new account. Let’s work through this together to get you back up and running.

Could you tell me if you see any specific messages when you try to sign in? For example, do you get prompts to create a new account, or any errors about your old account or email? Knowing this will help me give you the best steps to try.

In the meantime, here’s a straightforward approach that often resolves login issues after the recent app update:

1. Update the App: Make sure your Costa Vida app is updated to the latest version. Sometimes app updates fix login bugs. You can check for updates in the Microsoft Store or wherever you downloaded the app.

2. Create a New Account with the Old Email: The new Costa Vida app requires users to recreate accounts if they were created before November 7, 2023. When you recreate your account, use the same email address tied to your previous account so your rewards transfer properly. (If you don’t have access to that old email, keep reading below.)

3. Password Reset: If you remember your old email and password but can’t log in, try using the “Forgot Password” feature to reset it here: https://order.costavida.com/account/forgot/.

4. If Your Old Email Is No Longer Active: Since you can’t receive password reset emails, try creating a new account with your old email (even if inactive). The app says rewards will carry over within 24 hours after creating the new account with the old email. Wait for a full day and check again.

5. Contact Support: If none of this works, you may need to contact Costa Vida support directly at [email protected] for manual assistance with transferring your rewards and resolving account issues1 2 7 9.

Could you let me know exactly what messages or errors you’re seeing? That way, I can help customize the troubleshooting further.

I tried to contact the email you suggested (punchh.com) with the letter you suggested I send them (Subject: Assistance Needed with Rewards Transfer for Recreated Account

Dear Costa Vida Support Team,

I hope this message finds you well. I am contacting you for help with accessing my Costa Vida rewards after the recent app update.

I have been a long-time user of the Costa Vida app, but due to the account recreation requirement for users with accounts created prior to November 7, 2023, I needed to create a new account. However, the email I originally used for my account is no longer active, as the company that provided it shut down the email service about five years ago.

When I enter my old email address during the account recreation process, I see a message stating that accounts prior to 11/7/23 need to be recreated to transfer rewards, but I am unable to log in or verify through the old email since I no longer have access to it.

Could you please assist me in transferring my previous rewards and points to my new account? Here are the details:

• Old email address: [Insert your old email here]
• New email address: [Insert your new email here]
• Any additional info: [Optional - for example, approximate date you created the old account]

Thank you very much for your support. I look forward to your assistance and appreciate your time.

Best regards, [Your Name] , but was unable to access their location. There were a number of choices on their site, but none that specifically addresses my problem. Please walk my through the process of contacting them and giving them the letter that you provided me.

Thanks for letting me know about the trouble reaching [email protected]. I found a more direct and helpful way for you to contact Costa Vida support regarding your app and rewards transfer issues.

Here’s how you can proceed:

1. Open your email client or webmail where you send emails.

2. Compose a new email with these details:

- To: [email protected]
- Subject: Assistance Needed with Rewards Transfer for Recreated Account

3. Paste the message you prepared into the email body. Just replace the placeholders with your actual old and new email addresses and your name. Here's a quick example of the email recipients and address from the official Costa Vida sources2 8.

4. Send the email and wait for a response. They typically reply within a few business days.

If you want, I can help guide you through the sending process on your specific email platform or device. Just let me know!

Alternatively, you can also try to reach Costa Vida customer support by phone at 1 (801) 797-2374, which is listed on their website for other inquiries8.

Would you like me to assist with anything else while you wait for support? Are you comfortable sending the email yourself?