If you forgot your password, the app emails you a link to set a new one. You need access to the email address of your user.
¶ Before you start
- Anyone with a user can do this. You do not need a permission and you do not sign in.
- Use the email address of your user, not your username.
- The emailed link works for 10 minutes and only once.
- If you remember your password and only want a new one, change your password instead.
¶ Request a reset email
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On the sign-in screen, select Forgot Password?.
The Forgot Password? screen opens.
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In Email, enter the email address of your user.
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Select Send confirmation code.
The message "Confirmation Code Sent" appears, and the screen asks for the confirmation code.
The screen shows your email address with most letters replaced by "x", so you can check where the email went.
¶ Open the link in the email
- Open the email with the subject "Reset Password".
- Select its Reset Password link.
The app checks the code in the link and opens Set New Password at once.
The code travels inside the link. The email shows no separate code to type into Confirmation Code, so always use the link. If the email has not arrived after a few minutes, check your spam folder, then select Resend The Code.
¶ Choose a new password
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In New Password, enter your new password.
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In Confirm New Password, enter it again.
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Select Reset Password.
The Password Updated! screen opens.
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Select Back to login.
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Sign in with your new password.
The reset signs you out of every browser and device, including ones where you chose Remember Me.
¶ Fields and password rules
| Field | Required | What it does | Allowed values / example | Notes |
|---|---|---|---|---|
| Yes | Tells the app where to send the reset link. | The email address of your user. | Not your username. | |
| Confirmation Code | Yes | Proves you received the email. | The code from the reset link. | Valid for 10 minutes, once. |
| New Password | Yes | Becomes the password you sign in with. | 5 to 25 characters. | Not the same as your username, in any mix of capitals. |
| Confirm New Password | Yes | Catches typing mistakes. | The same value as New Password. | — |
¶ If the code does not work
| Message | What it means | What to do |
|---|---|---|
| "Requested email is not registered in system." | No user has this email address. | Check the spelling. Ask the Owner of your account which address your user has. |
| A message asks for a valid code. | The link is older than 10 minutes, or you used it already. | Start again from Forgot Password?. |
| "Password should be a minimum of 5 characters and maximum of 25 characters in length." | The new password is too short or too long. | Enter 5 to 25 characters. |
| "Password should not be the same as username" | The new password matches your username. | Choose a different password. |