# 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](#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.