User FAQ

Q: During registration I did not receive an account confirmation & activation email.

A: Please be sure to check your junk and/or spam email folders. We do our best to meet or exceed best practices for ensuring our communication does not trigger spam filters, but we're not perfect. If you cannot re-send or find the link to re-send activation, please contact support with the nature of the issue through our Contact Form.

Q: Attempting to login returns the message "Login currently unavailable, please try again later.

A: This message occurs when we've received your initial registration, but you have not completed the account activation by clicking the link within the confirmation & activation email. Please contact support with the nature of the issue through our Contact Form.

Q: I forgot my password.

A: If you've lost your password, click "Forgot Your Password?" here or on the login page. If for any reason you still cannot recover your password, contact us using the Contact Form and we will initiate the process for you.

Q: I attempted to register a Scan Card or Badge ID, and I'm receiving an error.

A: Please ensure you enter the ID # exactly as shown, without spaces. If you've tried again and are sure you've entered it correctly, use the Contact Form for Technical Support or contact a staff member at the facility that provided you the Scan Card.

Q: My training scores are not appearing.

A: Whoops! Accidents happen. We do apologize, but we'll get to the bottom of it. Use our Contact Form and select "I need help with... Technical Support" and be as detailed as possible in your message, including your registered Scan Card or Badge ID.

Q: How do I...

A: Have any questions, comments or suggestions? We'd love to hear from you! Visit our Contact page, select a topic and send us a detailed message and we'll get back to you as soon as possible.

Q: I registered an account on behalf of a child or children. How do I manage their accounts, and how do they login?

A: Registering upfront as or upgrading your account type to a Parental Account under your account settings, lets you register multiple children under your account. Each child shares your main password, and logs in using their own unique username. Login using your email address and password to manage their accounts, as well as gain access to a Profile Switcher that allows you to use the software as if you're logged in under one of your child's accounts.

Q: I have multiple Scan Cards, can I register more than one?

A: Absolutely! You can register as many Scan Cards from as many facilities as you train in. Adding multiple Badge ID's under your account enables a Badge ID and Facility switcher, that allows you at any time to see your training scores for the selected Badge ID and any Training Programs or other content available specifically for the Training Facility associated with the Badge ID.

Q: I lost my Scan Card, and registered a new account with another Badge ID. Can I recover my old account?

A: Sure! Accidents happen. Contact us and, and let us know which email address and profile you'd like to keep as your main account and we can merge any other accounts into your desired profile. Merging multiple accounts brings over your registered Badge ID's and any associated scores, available programs or content.

Q: I deactivated my account, but changed my mind.

A: No problem! We'd love to have you back. Unfortunately, there's no way to do this yourself but rest-assured we can help to re-activate and have your account back up and running in no time. Use our Contact Form to let us know, and we'll be happy to re-activate your account for you and initiate a password reset process.

Q: How can I use the XHP Points earned?

A: Once you verify your account on using the connection process under My Account - (by clicking the verification link sent in the email to your associated email address used to create you account on - your points will now be connected live between XHPD and XHP. Your total points will always be stored on xHockeyProducts, and will be sent back to the XHPD platform.

Q: Connecting Parent / Child Accounts with XHP Reward Points

A: Please ensure that you use the email address associated with your store account when attempting to connect your account with

Q: Can I connect my children's accounts to a Parent's XHP Rewards Points account?

A: If a child already has an store account, simply use their same email address when connecting their xHockey Development account to Additionally, a parent can use their store email with an associated Child account on xHockey Development to associate the earned XHP Points with their account. Only a child account can connect and add points to a parent’s account. Log in using the child's login, or under a Parental account and use the Profile Switcher to switch to your child's account. Once logged in navigate to My Account and the XHP Points section, and follow the instructions provided for connecting a child account to the XHP Points system.