Knowledge Base / Accounts / Forgotten Password
Problem
Practical checks for forgotten password. Follow the safe steps below and contact your support team if the issue continues.
These are general troubleshooting checks, not a confirmed diagnosis. Follow your organization's procedures and stop if a step could risk data, safety, or managed equipment.
Symptoms to check
- The expected action does not complete, or an error appears.
- The problem may affect one item or several devices, users, or files.
Possible causes
- The username, password, account state, sign-in method, or assigned permissions may not match the service requirements.
- A security policy, expired session, or identity-service issue may be involved.
Resolution
- Confirm the service address and account name; check for keyboard-layout, capitalization, or autofill mistakes without sharing credentials.
- Use only the service's official sign-in or recovery page. For Forgotten Password, follow its documented recovery flow and verify that any email or prompt is genuinely from the service.
- If multi-factor authentication is involved, check the registered method, device time, signal, and alternate options offered by the official service. Never share a code, password, recovery key, or approval prompt.
- If access remains blocked or a work permission is missing, contact the organization's authorized administrator. Provide the account identifier and error text, but not secrets.
- If you suspect an account takeover, use the official security process from a trusted device, notify the organization, and ask the administrator to review sessions and access.
Prevention and preparation
- Use a unique password and approved multi-factor authentication; store recovery options securely.
- Never approve an unexpected sign-in request or disclose passwords and verification codes to support staff.
Related guides
Still not fixed? Log a support request and include the exact error, who or what is affected, and the steps you already tried. Never include passwords or verification codes.
Submit a ticketLast reviewed: October 2026