Forgot your password

Anyone with an account on your site, student or staff, can set a new password themselves with a 6-digit code. The code goes by email or by SMS, depending on the contact they type. This page is written so you can share it with students.

Where to start

On the sign-in page, click Forgot password? under the password.

Ask for a code

1. Type the email or phone number your account uses.
2. Click Continue.

1. Email or phone. A phone number can be typed with or without its country code.
2. Continue.

The next screen says a code was sent. For your privacy it says the same whether or not an account uses that address, so no one can find out who has an account.

Enter the code and a new password

1. Where the code was sent, partly hidden.
2. The 6-digit code from the email or SMS.
3. New Password and Confirm New Password, at least 8 characters.
4. Update Password.
5. Resend code, which works again after a minute.

1. Type the 6-digit code.
2. Type the new password twice.
3. Click Update Password.

By SMS it’s the same screen, with the code sent to the phone number:

That’s all: you’re signed in with the new password straight away, on your dashboard. Use the new password from now on.

Which contact gets the code

The code goes to the contact you type, but only if it’s yours in one of these ways:

• the one you sign in with, your email or your phone number, depending on how your academy signs members in; or
• your other contact, if it’s verified. For example, if you sign in with email and your phone number is verified, you can ask for the code by SMS too.

A contact that isn’t verified never gets a code. The screen still says a code was sent, for the privacy reason above.

If no code arrives

• Wait a minute. A new code can be asked for once a minute. Asking sooner shows Please wait …s before requesting another code. An email code lasts 10 minutes, an SMS code 5.
• Check the address. Type the email or number exactly as your account has it. If you have two contacts, try the one you sign in with.
• Check spam, for an email.
• SMS service is off. If the academy can’t send SMS right now, the screen says so, as below. Ask by email instead, or contact the academy.

Note

For academy staff: password-reset codes are one SMS or one email each, from your academy’s balance. When the SMS balance runs out, nobody can reset by phone until it’s topped up. See Sign-up and verification.