Change or reset your password

If you remember your password, change it under Settings › Security. If you have forgotten it, press Forgot your password? on the sign-in screen: we send you a link, valid for 1 hour, to create a new one.

Change the password from the app

1. Go to Settings and open the Security tab. You can also go straight to Settings › Security (opens the app).

2. Under Current password, type the one you use now.

3. Under New password, type the new one. It needs at least 10 characters, with letters and numbers, and it must be different from the current one. As you type, the app tells you how strong it is.

4. Type it again under Repeat the new password.

5. Press Change password. You get “Password changed”.

When you change it, iAgentify signs you out on your other devices: on your other computer or your phone you will have to sign in with the new one. On the device where you changed it, you stay signed in.

Use a password you do not use on other services. If you get “The current password is not correct.” and cannot remember it, leave with Sign out and follow the steps in the next section.

Reset a forgotten password

1. On the sign-in screen, press Forgot your password?. You can also open the password reset screen (opens the app).

2. Under Email, type the email you sign in to iAgentify with and press Send link. You get “Check your email”.

3. Open the email you receive and press the link.

4. Under New password, type the new one: at least 10 characters, with letters and numbers. Type it again under Repeat the password.

5. Press Save password. You get “Password saved”.

6. Press Sign in and sign in with the new password.

Bear in mind:

• The link expires after 1 hour and can only be used once. If you see “This link no longer works”, press Request a new link. If you request several, only the one in the latest email works.
• You are signed out on all your devices. After saving the new password you will have to sign in again on each one.
• The screen always says “Check your email”. It does so whether or not that address has an account: for security, it does not say. If nothing arrives, the most likely reason is that you typed a different address.

If the account locks after too many attempts

After several attempts in a row with a wrong password, iAgentify blocks sign-in for a while to protect your account and shows “Account locked after too many attempts. Try again in 15 minutes.” While the lock lasts, even the right password is refused.

You have two options:

• Wait 15 minutes. Then try again without rushing.
• Reset the password. Follow the steps above: saving a new password removes the lock.

If what you see is “Too many attempts in a row. Wait a moment and try again.”, you have repeated the same action many times in a short while. Wait a few minutes before trying again.

Change the email you sign in with

The sign-in email cannot be changed from the app. You can see it under Settings › Profile, in Your details, along with whether it is verified. If you need to change it, open a ticket from Support.

If the password reset email does not arrive

1. Wait a few minutes and look in your spam folder.

2. Check that you typed the email you sign in to iAgentify with, not another of your addresses. Press Try another email to repeat it with a different one.

3. Request the link again. Remember that only the one in the latest email works and that it expires after 1 hour.

4. If it still does not arrive and you cannot sign in, write to [email protected] from your account’s email and tell us which address you use to sign in.