How to Reset a Forgotten Password
- From the sign-in page, select the Forgot password? link.
- In the email field, enter your registered email address.
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Select Send OTP.
⚠️ Heads up: You have a maximum of 5 OTP verification attempts. Exceeding this limit locks the reset code and you must request a new one.
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Enter the 6-digit OTP received in your email into the six individual digit inputs.
⚠️ Heads up: The OTP expires after 10 minutes. If the code expires, return to step 2 and request a new one.
[SCREENSHOT NEEDED HERE]
- Select Verify OTP.
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In the New Password field, enter a new password that meets the strength requirements: minimum 10 characters, with uppercase, lowercase, digit, and special character.
⚠️ Heads up: Your old password is invalidated after a successful reset. Do not attempt to reuse it.
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Select Reset Password.
[SCREENSHOT NEEDED HERE]
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A success message displays: “Password reset successfully!”. Navigate to the sign-in page and sign in with your email and new password.
⚠️ Heads up: The reset code is single-use only. After you set your new password, the reset code expires immediately. If you need to reset again, start the process from step 1.
What to expect
You are redirected to the sign-in page. Sign in with your email address and the new password. Your old password no longer works.
Need help?
| Symptom | Cause | Fix |
|---|---|---|
| “Check your email” message but no email arrives | Email routed to spam folder or incorrect address | Check your spam or junk folder. Verify the email address is correct on your account. |
| “Invalid code” error on Verify OTP | OTP was mistyped, expired (10-minute limit), or max attempts exceeded (5) | Re-enter the code carefully. If expired, select the resend option. If max attempts exceeded, start over. |
| Reset Password button does not respond | Password does not meet minimum length or strength requirements | Ensure the new password is at least 10 characters and contains uppercase, lowercase, digit, and special character. |
| Old password still works after reset | The reset was not completed successfully | Repeat the full reset flow. The old password is invalidated only after a successful reset. |