We've put together some troubleshooting steps for you to try before getting in touch with us. For the quickest resolution, please give these a go!
Does this match your issue:
I am trying to log in to my account and get the 'Wrong email or password' error message. I use the 'Forgot password?' button, but I'm not receiving the password reset email to the email address that I enter, so I can't access my account.
We got you! Here's some possible solutions:
Firstly, when trying to reset your password, you must enter the email address linked to your Blue Light Card account.
Troubleshooting step 1:
Even if you're sure that you're entering the correct email address, it's worth trying any other email addresses you've got access to. The majority of our members who contact us for help with logging in forget that they signed up under their work email address! The reset password email might take 5-10 minutes to come through after you've requested it.
Top tip: search for 'Blue Light Card' in all email inboxes you have access to (work and personal), whichever one you have received marketing emails or updates to is likely the email address you need to use to change your password.
If you've tried step 1 and you're still not receiving the password reset email, try this next step.
Troubleshooting step 2:
Add noreply@services.bluelightcard.co.uk to your email contacts/Safe Senders list and try sending the password reset email again. The reset password email might take 5-10 minutes to come through after you've requested it.
More support on how to add us as a contact for your email provider can be found below:
If you've added us to your email contacts/Safe Senders list and still not receiving the password reset email, here's something else you can try.
Troubleshooting step 3:
Clear your cache & cookies for all history on your internet browser and try sending the password reset email again. The reset password email might take 5-10 minutes to come through after you've requested it.
More support on how to do this for your internet browser can be found below:
If you've cleared the cache & cookies for all history on your internet browser and still are not receiving the password reset email, let us help you. Contact our team for some more support here.