Change or reset your password

Reset it when you cannot get in

1. On the sign-in page, choose Forgot Password?.
2. Enter your email address and send the request.
3. Open the link in the email and choose a new password.

Three things about that link: it lasts one hour, it works once, and asking for a new one immediately cancels the previous one. If you request twice and then click the older email, it will not work — use the newest.

You can ask for a reset five times an hour for the same address.

A new password needs at least 8 characters, with an upper-case letter, a lower-case letter, a number, and a symbol such as ! or @.

Change it while you are signed in

1. Open your Profile.
2. Open the Security section and choose Change Password.
3. Enter the new password twice — New password and Confirm new password.
4. If you have two-step verification on, enter your six-digit code — or a backup code — to confirm it is you.
5. Save.

An account created with Google, Microsoft or Apple has no Orsola password. The change-password section is not shown at all on those accounts, so if you cannot find it on your Profile, that is why rather than anything being broken. You manage that password with the provider.

If the reset email does not arrive

The message on screen is always "If an account with this email exists, you will receive a password reset email" — the same words whether or not that address has an account. That is deliberate, so nobody can use the form to discover who has an Orsola account, but it does mean the screen cannot tell you what went wrong. Work through these:

• Check spam or junk. The commonest answer, and worth doing before anything else.
• Check the address. A typo, or a different address from the one you signed up with, produces exactly the same reassuring message and no email.
• Check you verified your email when you signed up. An account that was never confirmed cannot reset its password, and this is the case where the message is most misleading. Use Resend verification email on the sign-in page, confirm the account, then reset.
• Check you did not sign up with Google, Microsoft, or Apple. Those accounts have no password, so no reset email is ever sent.
• Wait a few minutes before requesting again, and remember five an hour is the limit.

Where to go next

If you are still shut out after all that, cannot sign in? covers the causes that are not about your password at all.