Your Account
Forgotten password
For whom and what you need
For everybody who has an account in the portal and cannot sign in because they do not remember the password. The Journey is the same for a resident, a Manager and an Owner.
You will need the address you sign in to the portal with, and access to that mailbox.
If you know your password and only want to change it, do that in your profile (Your profile).
Steps
Ask for a link
On the sign-in page click Forgot your password?. On the page Forgotten password fill in Email and click Send the link.
The portal answers If an account exists for that address, we have sent it a link to set a new password. It says this sentence for every address, even one that has no account — so nobody finds out who uses the portal. If you have an account with this address, the email is on its way.
Open the link from the email
In the email Set a new password click Set a new password. The link works for 1 hour, only once, and only the one from the newest email. You can open it in any browser, on your phone too.
Set a new password
On the page Set a new password type the password into New password and Repeat the new password and click Save the new password. The password must be 10 to 200 characters long and cannot be your email address; it needs no digits or special characters.
Carry on signed in
The portal says Your password has been changed. It signs you in in this browser and sends you where you belong (Sign in and out). Every other device you were signed in on is signed out and signs in with the new password only.
What others see
Nobody. Neither the Managers nor the organisation's Owner learn of the new password. Whoever was signed in with your account on another device — a forgotten computer, say — is signed out on their next click.
Mails
You will receive this email: Set a new password
Arrives after clicking Send the link, if the address has an account. Its button Set a new password works for 1 hour and once. The portal sends at most one such email to an address every 2 minutes. If you did not ask for it, do nothing: your password stays as it is.
You will receive this email: Your password has been changed
Arrives when you save the new password. It reminds you that the other devices have been signed out.
When something goes wrong
The email with the link has not arrived
Look in your spam folder and check that you typed the address exactly. If you asked for a link less than 2 minutes ago, the portal sends no further email even though the page answers the same; wait and ask again. If nothing arrives even then, the account probably has another address — a work one instead of a private one, say. A deleted account gets no email.
This link is no longer valid
The link is older than 1 hour, has been used already, or you have asked for a newer one since. Click Ask for a new link and use the link from the new email.
The two passwords are not the same.
Type the same password into both fields. The link is not spent by this; just try again.
The password must be at least 10 characters long.
The password needs at least 10 characters. A longer sentence you will remember is enough.
The password cannot be your email address.
Choose a password that is not your address.
After saving the password I see Check your inbox
A new password does not confirm the address. Open the link in the email Confirm your email address, or have it sent again (Sign in and out).
After saving the password I see Your account is being deleted
The account is waiting to be deleted. A new password does not change that; if you want to keep the account, click Cancel deletion (Delete your account).
I got the email Your password has been changed, but I did not change it
The password was changed by somebody who knows your old one or has got into your mailbox. Set a new password at once with this Journey, and change your mailbox's password as well.
Where it ends
The Journey ends when you are signed in and the portal says Your password has been changed. From now on you sign in everywhere with the new password.