Account Troubleshooting

Solve app access issues

Troubleshooting

Forgot Password

If you are trying to sign in using your email address and password, you can use the Forgot password option.

  1. Forgot Password. Select the Forgot option on the sign in page. Enter your email address and select Reset password.

  2. You will be sent a reset code - check your inbox. The code expires after 1 hour. Repeat step 1 if necessary.

  3. Follow the reset link. Copy the reset code and follow the reset link.

  4. Choose a new password. Enter the reset code and then choose a new password.

  5. Sign in with your new password.

If you do not receive an email with a reset code, have a look at the email troubleshooting.

Password reset code not working.

A password reset code is sent to your inbox when you use the Forgot Password option.

Reset code may be expired. If the link or code aren't working, it's possible that they have expired. The reset code is only valid for 1 hour.

Use the Forgot Password option again and create a new password within 1 hour of receiving the email.

Change password

Change your password in your app account. Open the app, go to Account and select the Change Password option.

Enter your current password. In order to create a new password, you will need to enter your current password. Use Forgot Password if you can't remember your current password.

Password not safe

Safe Password. When you are choosing your password, you will be asked to create a safe password. Safe passwords contain numbers, symbols and/or caps, and are not easily guessable or common words.

Security First! The app will not allow you to save a password that is not considered safe (as per widely recognised security standards).

Why do I have to login twice?

If you need to login twice before getting into the app, try these things:

  1. Check there is no extension interference. Login using an incognito tab in your browser. If the login succeeds then it is likely that an extension is interfering with the login.

  2. Check that cookies are enabled. If browsers do not have cookies enabled, sessions can not be created. Sessions keep users signed into apps.

  3. Clear cache and restart. Sometimes a browser could be stuck with something in its cache that prevents sessions being created correctly. Clear your cache and restart the device.

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