If you can't log in to your account, you can select the 'Forgot password?' option on the website or app login page.
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Once you've clicked the link, you'll need to enter the email address linked to your account to receive a password reset email.
When you try to reset your password, the email that is sent to you for this can sometimes be slightly delayed up to 1 hour
Please allow up to 1 hour for the password reset email to be received and avoid clicking the forgotten password link again as this will cancel the previous request and the link in the email won't work
Troubleshooting:
We will only be able to send a password reset email to an email address linked to an account, so if you are not receiving the email it's likely that there is not an account under the email address you have entered.
If you're not receiving the password reset email, try our troubleshooting steps here: I can't log in - I'm not receiving a password reset email
When resetting your password, you'll need to make sure that you follow our current strong password policy to include all of the following:
• One uppercase letter
• One lowercase letter
• One special character from this approved list: @ $ ~ # % & ! * ? ^ -
• One number
• A minimum of 10 characters
• No more than two repeated characters in a row
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