If you’ve followed the steps in our How to Reset my Password Guide and you’re still having trouble resetting your password, you’re most likely experiencing one of these common problems:
- You have entered the incorrect email address;
- The password reset email has been sent to your SPAM folder;
- You clicked the ‘Reset Password’ button more than once.
1. You have entered the incorrect email address
In order for us to send you a password reset link, you must first enter the email address that is connected with your account. If you enter the incorrect email address, an error message will appear informing you that we have no account linked to the email entered.
Double Check: Is there another email address that I could have been using as my login? Check this other email account to see if the email was sent there instead.
Double Check: Have I accidentally added capital letters or spaces in my email address? This will cause an error to occur.
2. The reset email has been sent to your SPAM folder
Due to the fact that the password reset email is automatically generated and sent to your account, it can sometimes be mistake as spam.
Double Check: Was the password reset email sent to my spam / junk folder in my email account?
3. You clicked the ‘reset password’ button more than once
Maybe things weren’t happening as quick as you like, so you clicked the ‘Reset Password’ button more than once. In this case, you may have received more than one password reset email. Each time you request a new password reset, you receive an UPDATED link to reset your password and the previously sent link will EXPIRE.
Double Check: Am I in the most recently sent password reset email? You must use the most recently sent password reset link to successfully update your password.