# Resetting your password How the reset link works, how long it lasts, and what the new password has to be. Updated: 2026-09-12 --- ## How it works 1. On the sign-in page, **Forgot your password?** 2. Type the email you signed up with and ask for the link. 3. Open the email and follow the link. 4. Set a new password, twice. It takes you back to the sign-in page to sign in with the new one. The page will tell you that if the address has an account, a link is on its way — it says "if" on purpose. Confirming which addresses have accounts and which do not is an answer we owe you and nobody else. ## The link **It expires in an hour, and it works once.** Ask for another whenever you need one — there is no limit, and an unused link dies on its own an hour after it was sent. If you follow a stale link the page says so and offers you a fresh one rather than leaving you looking at a form that will not work. ## The new password The same five rules as signing up: - at least 8 characters - an uppercase letter - a lowercase letter - a number - a special character They are enforced here exactly as they are at sign-up — a rule that applies on one screen and not the other is not a rule. The two boxes have to match, and if something is wrong the page says which: too short, does not meet the requirements, or the two do not match. ## If the email never arrives - Give it a minute, then check the spam folder. - Make sure you are asking for the address you actually signed up with — often a personal address when the account was made with a work one, or the other way round. - Still nothing? [Call us](/support). We can tell you which address the account uses. ## In the app **Forgotten your password?** on the sign-in screen opens the same thing, and the link in the email finishes the job in the app rather than handing you to a browser — whoever follows it cannot sign in yet, so finishing anywhere else would leave you setting a password somewhere other than the app you were trying to use.