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Resetting or creating your password
To reset your password (or create one if you don’t have a password yet), go to the login screen, then:
Go to Forgot your password or don’t have one yet?
Enter your email address
Check your inbox for a password reset email
Not receiving password reset link
Don’t see the password reset email? Check your spam folder for emails from [email protected]. The subject line will be “Password Verification Details.”
Still don’t see the email? Add [email protected] to your contacts to make sure our emails don’t go to spam, then follow these steps:
Go back to the login screen
Go to Forgot your password or don’t have one yet?
Make sure you enter the email address associated with your account
Check your inbox for a password reset email
Error when attempting to reset your password
There are two errors you might be running into when you try to reset your password:
Reset Password button is grayed out
If the button to reset your password is gray and can’t be clicked, it means your new password needs to be stronger to keep your account safe.
Once you make your password stronger, you’ll be able to click the Reset Password button.
Error message when you click the Reset Password button
If you get a red error message that says your request can’t be completed, the problem is specific to your device or browser. Here’s how to fix it:
Search your inbox for any emails from Fetch with the subject line “Password Verification Details”
Delete those emails from your inbox
Clear the cookies and cache from your device or browser
Go back to the login screen
Follow the steps given above to reset your password
Not sure how to clear your cookies and cache? Select your device or browser below to get instructions:
Error message when trying to log in
If you get a red error message when you try to sign in, the problem is specific to your device or browser. Here’s how to fix it:
If you’re using the app on your iOS or Android device:
Delete the app to clear the error-related data
Go to the App Store or Google Play Store and reinstall the app
The next time you open the app and go to log in, the error message will be gone.
If you’re trying to log into your account from the browser on your phone or computer, you need to clear the cookies and cache.
Not sure how to clear your cookies and cache? Select your device or browser below to get instructions:
How to clear cookies & cache on iOS
Open the Settings App
Select Safari
Select Clear History and Website Data
Select Clear History and Website Data from the pop-up menu
How to clear cookies & cache on Android
Open the Chrome App
Select More at top right
Select History
Select Clear Browsing Data
Change the time range to All time
Check the boxes next to Cookies and site data & Cached images and files
Select Clear Data
How to clear cookies & cache on MacOS
If you’re using Safari:
With the browser window selected, select Safari in the very top left next to the Apple icon
Select Clear History…
Change the time range to All History
Select Clear History
If you’re using another browser:
With your browser window selected, input Command+Shift+Delete
If prompted for a timeframe, select All Time
Next to Cookies and site data & Cached images and files, check the boxes
Select Clear
How to clear cookies & cache on Windows
With your browser window selected, input Ctrl+Alt+Delete
If prompted for a timeframe, select All Time
Next to Cookies and site data & Cached images and files, check the boxes
Select Clear