Help with logging in

If you've tried to log in multiple times and been unsuccessful, your account will be blocked to ensure the security of your account.

Fixing this should be pretty easy, simply reset your password and this should unblock your account and allow you to log in.

For more support on how to reset your password, visit our article on this by clicking here.

If you are struggling to log in after resetting your password, please submit a request by clicking here and a member of the team can help you out!

If you're trying to reset your password via the app, make sure to select the 'Forgot Password' option from the main app login page (pictured below) as some of our members are reporting issues trying to reset their passwords via other methods

You'll be asked to enter your email address:

This will then email you an authorisation code (if an account exists under the email address) to enter along with your new chosen password

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

If you're not receiving the password reset link or authorisation code via email, please follow the instructions in the Login error message: 'Login details incorrect' article by clicking here

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Attempting to log in will trigger a new verification email to be sent to you. Click on the link in your verification email to activate your account.

If haven't received the verification email, please make sure to check your junk/spam folders before submitting a request here

Firstly, please check your emails for any communication from us providing updates on your card application, or requesting further information from you for your card application.

If you still need to get in touch with us regarding this login message, please submit a request here

Try logging in with any email address that you own - the majority of members reporting this login message forget that they signed up using their work email address (don't worry, it happens to all of us!)

If you have access to the email address on your account, try resetting your password; guidance on how to do that can be found in this article or this YouTube video

If you no longer have access to the email address on your account, submit a request to change your email address here (under 'What would you like to manage', select 'Change my details')

You won't be able to access the Blue Light Card app if your device or operating system is no longer compatible with our most recent app updates.

For Android devices, the app is not compatible with Android operating system 10 or below.

For iOS devices, the app is not compatible below iOS 15.6. It is also not compatible with any iPads.

However, we can provide an alternative solution to accessing your account via your phone. By following the steps below, you can add the Blue Light Card website to your device home page.

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If you can't log in to your account, you can select the 'Forgot password?' option on the website or 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? If you're struggling to log in after resetting your password, please submit a request by clicking here and a member of the team can help you out.

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