Help with logging in

  • I can't log in - I'm not receiving a password reset email

     

    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:

    Gmail

    Outlook

    iCloud

    Yahoo

     

    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:

    Google Chrome

    Safari

    Microsoft Edge

     

    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.

     

     

     

     

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  • Login error: 'Something went wrong - please try closing and reopening the app'

    The problem:

    I am trying to log in to my account and get the 'Something went wrong - please try closing and reopening the app' error message. I close and reopen the app but get the same error message, so I can't access my account.

     

    The solution:

    Troubleshooting step 1:

    Clear your cache & cookies for all history on your internet browser and try logging in again.

    More support on how to do this for your internet browser can be found below:

    Google Chrome

    Safari

    Microsoft Edge

     

    If you've cleared the cache & cookies for all history on your internet browser and still can't log in, let us help you. 

    Troubleshooting step 2: 

    Contact our team for some more support here.

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  • Login error message: 'Your account has been blocked after multiple consecutive login attempts'

    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're not receiving the password reset email, see our article for troubleshooting steps 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!

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  • Login error message: 'Your email has not been verified'

    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

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  • Login error message: 'Your account has been suspended. Please contact us'

    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

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  • I can't access the Blue Light Card app (on older operating systems/iPads)

    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 12 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.

     

     

     

     

    iOS Android

    1. Open the Safari browser and visit www.bluelightcard.co.uk

     

    2. Tap the icon on the footer of the screen (square with an arrow pointing up)

     

    3. Scroll down and tap 'Add to Home Screen'

     

    4. Tap 'Add' in the top right-hand corner

     

    5. This will add the Blue Light Card icon to your home screen which will allow you to visit us with ease

    1. Open Google and visit www.bluelightcard.co.uk

     

    2. Select the three lines on the right-hand of the screen

     

    3. Select add page to 'Home screen'

     

    4. Select 'Add'

     

    5. This will add the Blue Light Card icon to your home screen which will allow you to visit us with ease

     

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  • How do I change the password to my account?

    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:

    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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    Let us know by giving it a thumbs up below

     

     

     

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