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Forgotten your password. The page works in two steps: it e-mails you a one-time code, you type the code
back in, and it e-mails you a new password.
No screenshot. The capture run signs in before it photographs anything, so the pages
you see while signed out are the ones it cannot reach. Every field and button is named below,
in the order it appears on screen.
you see while signed out are the ones it cannot reach. Every field and button is named below,
in the order it appears on screen.
Where to find it
Forgot Password? on the Log In page.
Step one — ask for a code
| Control | What it does |
|---|---|
| The address your account is registered under. | |
| Send Email with OTP | Sends a one-time code to that address. The message reads Sending email with OTP… and then An email has been sent containing an OTP to reset your password. |
| Sign Up | For when the address turns out not to have an account — opens Register. |
Step two — use it
| Control | What it does |
|---|---|
| Enter OTP from E-mail | The code from the e-mail. |
| Reset my Password | Resets it. The message reads Sending email with new password… and then An email has been sent containing your new password., and you are returned to the sign-in page. |
The e-mail box locks once the code has been sent. That is deliberate: the code belongs to
the address it was sent to, and letting you change the address afterwards would leave you typing a code
that does not match. To start over with a different address, reload the page.
the address it was sent to, and letting you change the address afterwards would leave you typing a code
that does not match. To start over with a different address, reload the page.
The new password arrives by e-mail; it is not chosen here. Sign in with it and then set one
of your own on Change Password.
of your own on Change Password.
How to reset your password
- Click Forgot Password? on the sign-in page.
- Type your registered address into E-mail.
- Click Send Email with OTP and wait for the confirmation message.
- Find the code in your e-mail and type it into Enter OTP from E-mail.
- Click Reset my Password.
- Open the second e-mail, then sign in with the password it contains.
- Change it to something of your own on Change Password.
FAQ
Q: No e-mail arrived.
A: Check the spam folder, and check the address is the one you registered with. If
the page reported an error rather than the confirmation, nothing was sent.
the page reported an error rather than the confirmation, nothing was sent.
Q: I mistyped the address.
A: Reload the page. The address is locked once a code has been sent.
Q: The code is refused.
A: Make sure you are using the most recent e-mail — asking for another code
replaces the last one.
replaces the last one.
Q: Can I choose my own new password here?
A: No. One is generated and e-mailed to you; change it after signing in.
Q: Does this reset my desktop password too?
A: No. The desktop and online accounts are separate.
Support
For further assistance you can:
- Email [email protected]
- Use the Contact Us page inside the application
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Or go to Support, the FAQs, or contact us.