If you can't log in to your account, you can select the 'Forgot your password?' option on the website login page, or 'Forgotten password?' on the app login page.
Website | App |
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:
If you are stuck in a loop when trying to reset your password, please follow the instructions in the article by clicking here
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.
Try entering all of the email addresses you own, including work email addresses (the majority of members reporting difficulty resetting their password forget that they signed up using their work email address).
The email address that the password reset email is received at will be the email address linked to your account, so you'll need to use it to log in to your account.
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
Still need help? Use our chat bot in the bottom right corner of your screen!