Password & Login
User login support
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.
For security reasons, the Reset Code and link expire after 1 hour.
Forgot Password not working
If you receive an error message or are unable to reset your password, the following may have occurred:
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.
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.
If you tried to reset your password but did not get an email, check your spam/junk folder.
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.
The password Reset Code and link expire after 1 hour.
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:
The email has been sent but ended up in your inbox spam/trash folder - please check.
Your inbox is full and you are unable to receive email.
The email address used to invite you was not spelled correctly - please check again carefully.
The email was received but overlooked / sender not recognised. All app invite emails are sent from the platform.
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:
The email has been sent but ended up in your spam/trash folder - please check.
The inbox is full and you can't receive e-mail.
When added to the platform, your email address was not spelled correctly. Ask your account admin to check the spelling.
The email was received but overlooked / sender not recognised. All app invite emails are sent from the platform.
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.
Note: you will need to enter your old password in order to create a new one.
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.
Security First! The platform will not allow you to save a password that is not considered safe (according to widely recognised security standards).
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 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:
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.
Check that cookies are enabled: If browsers do not have cookies enabled, sessions can not be created. Sessions keep users signed into platforms.
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.
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