I cannot sign in or reset my password. What should I do?

Common questions about how to reset your password

I did not receive the email to reset your password. What do I check?

Spam, junk, promotions and quarantine folders, and whether the email address you entered is the one on the account. Request the link once and wait a few minutes rather than sending several, because each new request can invalidate the earlier link.

Can I reset your password if I signed up with a social provider?

If you only ever signed in through a provider, use that provider’s own sign in and recovery. A password reset applies to an email and password login; the social provider manages its own.

Is it safe to reset your password from a link in an email?

Only from the email you requested moments earlier. A reset email you did not ask for could be a phishing attempt, so go to the genuine sign in page by typing the address and start the reset from there.

What makes a strong password after you reset your password?

Three random words joined together, unique to ZOMZEY, and stored in a password manager. The National Cyber Security Centre’s advice below explains why this beats a short complex password.

Can support reset your password for you?

No. Support never sees or sets passwords. If the reset email is not arriving, support can confirm which address is on the account and whether messages are being sent, but the reset itself is always done by you from the sign in page.

In short, reset your password from the genuine sign in page, check spam folders for the link, use your social provider’s own recovery if you signed up that way, and choose three random words for the new password.