# Password & Login ## Forgot Password If you are trying to login to the platform app but have **forgotten your password**, you can use the "Forgot Password" option on the login screen. **STEP 1:** Enter your email address and select the **"Forgot Password" button.**\ **STEP 2:** You will be sent a "**Reset Code**" to your email address. Copy the code and follow the reset link. \ **STEP 3:** Enter the reset code and then **choose a new password.**\ **STEP 4:** You will be asked to **log in** with your new password. {% hint style="danger" %} For security reasons, the **Reset Code and link expire after 1 hour.** {% endhint %} ## Forgot Password not working If you receive an error message or are unable to reset your password, the following may have occurred: 1. You are **not using a valid email address**. You must use the email address that you registered with and/or that was used to invite you to the app. 2. **You are a platform backend user** and are trying to reset your password via the app. Backend users must always reset their password via the platform backend. {% hint style="info" %} If you tried to reset your password but **did not get an email**, check your spam/junk folder. {% endhint %} ## Password Reset Code not working When you use the Forgot Password option, you **receive a Reset Code and a link (via email).** If the link/code aren't working, it's possible that they have **expired**. Use the Reset Password option again and create a new password **within 1 hour** of receiving the email. {% hint style="danger" %} The password **Reset Code and link expire after 1 hour.** {% endhint %} ## Forgot Password email not received If you have used the "Forgot Password" option, you will receive an **email with a Reset Code**.\ \ If you have **not received** the email, it could be because: 1. The email has been sent but ended up in your inbox **spam/trash folder** - please check. 2. Your **inbox is full** and you are unable to receive email. 3. The **email address used to invite you was not spelled correctly** - please check again carefully. 4. The email was received but **overlooked / sender not recognised**. All app invite emails are sent from the platform. 5. **You have a platform backend account** and have tried to reset your password on the app. Backend users must reset their password on the platform backend. ## Backend user forgot password Users who are also **backend users** (i.e. admins, agents and authors have access to a platform subscriber account), **may not use the “Forgot Password” option on an app** (desktop, tablet or mobile) to reset their password. Backend users must **always edit their account details in the platform backend.** ## Invite email not received If you were invited to a platform app, but did not receive an email, it could be because: 1. The email has been sent but ended up in your **spam/trash folder** - please check. 2. The **inbox is full** and you can't receive e-mail. 3. When added to the platform, your **email address was not spelled correctly**. Ask your account admin to check the spelling. 4. The email was received but **overlooked / sender not recognised**. All app invite emails are sent from the platform. 5. As a last resort, the invite may need to be sent **using another email address**. ## Change password As a platform app user, you can **change your password in your app account.** Access your platform app (via mobile, tablet or desktop) and go to **"Account".** Here you can use the **"Change Password"** option. {% hint style="info" %} **Note:** you will need to enter your **old password** in order to create a new one. {% endhint %} ## Password not safe When you are choosing your password, you will be asked to create a "**Safe Password**". Safe passwords **contain numbers, symbols and/or caps,** and are **not easily guessable** or common words. {% hint style="info" %} **Security First!** The platform will not allow you to save a password that is not considered safe (according to widely recognised security standards). {% endhint %} ## How long do emails take to arrive? Emails from the platform are sent immediately, but because they have to go through the matrix it could take 1-5 minutes. Have a look at the [possible reasons](/common-problems/password-and-login.md#invite-email-not-received) the email does not arrive. **Platform emails could include:**\ App invite email\ Account activated email\ Password reset (Forgot password email)\ Notifications ## I have to login twice If you need to login twice before getting into the backend, try these things: 1. **Check there is no extension interference:** Login using an incognito tab in your browser. If the login succeeds then it is likely that an extension is interfering with the login. 2. **Check that cookies are enabled:** If browsers do not have cookies enabled, sessions can not be created. Sessions keep users signed into platforms. 3. **Clear cache and restart:** Sometimes a browser could be stuck with something in its cache that prevents sessions being created correctly. Clear your cache and restart the device. ## Activation Code expired Activation codes expire after 3 days. Follow the "**Join**" link in the invite email and "**Request a new one**", if your code has expired. --- # Agent Instructions: Querying This Documentation If you need additional information that is not directly available in this page, you can query the documentation dynamically by asking a question. Perform an HTTP GET request on the current page URL with the `ask` query parameter: ``` GET https://help.falkor.io/common-problems/password-and-login.md?ask= ``` The question should be specific, self-contained, and written in natural language. The response will contain a direct answer to the question and relevant excerpts and sources from the documentation. Use this mechanism when the answer is not explicitly present in the current page, you need clarification or additional context, or you want to retrieve related documentation sections.