# Account Troubleshooting

## Sign-in Troubleshooting

### Forgot Password

If you are trying to sign in using your email address and password, you can use the Forgot password option.&#x20;

1. **Forgot Password.** Select the Forgot option on the sign in page. Enter your email address and select Reset passwor&#x64;**.**
2. **You will be sent a  reset code - check your inbox**. The code expires after 1 hour. Repeat step 1 if necessary.
3. **Follow the reset link.** Copy the reset code and follow the reset link.&#x20;
4. **Choose a new password.** Enter the reset code and then choose a new password.
5. **Sign in** with your new password.

If you do not receive an email with a reset code, have a look at the [email troubleshooting](https://everyday-digital.gitbook.io/learning-app-docs/troubleshooting/email-troubleshooting).

### Password reset code not working.&#x20;

**A  password reset code is sent** to your inbox when you use the [Forgot Password](#forgot-password) option.&#x20;

**Reset code may be expired.** If the link or code aren't working, it's possible that they have expired. The reset code is only valid for 1 hour.&#x20;

**Use the Forgot Password option again** and create a new password within 1 hour of receiving the email.&#x20;

### Change password

**Change your password in your app account.** Open the app, go to Account and select the Change Password option.

**Enter your current password.** In order to create a new password, you will need to enter your current password. Use [Forgot Password](#forgot-password) if you can't remember your current password.

### Password not safe

**Safe Password.** 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.&#x20;

{% hint style="warning" %}
**Security First!** The app will not allow you to save a password that is not considered safe (as per widely recognised security standards).
{% endhint %}

### Why do I have to login twice?

If you need to login twice before getting into the app, 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.&#x20;
2. **Check that cookies are enabled.** If browsers do not have cookies enabled, sessions can not be created. Sessions keep users signed into apps.&#x20;
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.
