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What should I do if I forget my password?

Reset your password from the public [Log in] page. On both Web and App, you start from [Forgot password], complete the verification step, and then set a new password.

Entry:

  • Web: public [Log in] page -> [Forgot password]
  • App: public [Log in] page -> [Forgot password]

Web​

Open the reset page​

  • On the public [Log in] page, click [Forgot password].
  • The current login page passes your selected login type into the reset page. If you start from [Email], the reset page opens the email form. If you start from [Cell Phone], it opens the phone form.
Web login page with Forgot password

Send the verification code​

  • On [Reset Password], enter your email address or cell phone number.
  • Enter the [Captcha], then click [Send Verification Code].
  • If the code expires later in the process, use the resend action on the verification step to request another code.
Web reset password form

Verify your identity and set a new password​

  • Enter the 6-digit verification code on the security verification step, then click [Submit].
  • On [Set New Password], enter your new password and follow the rules shown on screen:
    • 10-32 characters
    • at least one uppercase letter, one lowercase letter, and one number
    • no spaces
  • After [Password Reset Successful] appears, click [Back to Login] and sign in with the new password.

App​

Open the reset page​

  • On the public [Log in] screen, tap [Forgot password].
  • If you need to reset by phone number, switch the login screen to [Cell Phone] before you tap the link.
App login screen with Forgot password

Send the verification code​

  • On [Reset Password], enter your email address or cell phone number.
  • Enter the [Captcha], then tap [Send Verification Code].
  • The App then opens [Security Verification].
App reset password screen

Complete verification and create a new password​

  • Enter the 6-digit code on [Security Verification].
  • If the countdown ends before you receive it, tap [Send] to request another code.
  • On [Create Your Password], enter the new password and follow the current on-screen rules.
  • After the success page appears, tap [Back to Login].

Platform differences​

  • Web keeps the reset flow inside the public /ForgotPassword route and changes steps on the same page.
  • App splits the flow across separate pages: [Reset Password], [Security Verification], [Create Your Password], and the success page.
  • Web currently shows a 10-32 characters password rule. App currently shows a min. 8 characters password rule with uppercase, lowercase, number, and no spaces.
  • Both Web and App support email and phone reset entry, but the reset form follows the login type you selected before opening [Forgot password].

Note:

  • Only reset your own account on the shared QA environment.
  • If you do not receive the verification code, request a new one from the current verification step instead of opening multiple reset attempts in parallel.