After you have downloaded the app to your phone, you will first need to go to the web page and log into your profile to set up your username and password. Then you can enter the username and password into the app and it will allow you to login. Unfortunately, this is not some thing that I can change. I am sorry for any confusion or frustration that that causes. If you do not like to use computers, you can use your browser on your phone and log into the web page there as well. Either way, it is a requirement prior to using the app.