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Help accessing your account as a new or existing user

Account recovery

Reset your password or use a recovery code regain access to your account

Forgotten username or passwordIn this article, we guide you through how to check your username and reset your password.
Use a recovery code to reset your passwordIn this article, we show you how to use a recovery code to reset your password.
Generate recovery codes for usersIn this article, we'll take you through the steps to help users reset their password with a recovery code.
Unable to generate a recovery code for a userIn this article, we explain why you don't have the option to generate a recovery code for a user and what to do next.
Reset first-time password for a new userIn this article, we explain how to reset a new user's first time login details.
Check a usernameIn this article, we explain how to check or amend your username and that of another user if you're an admin or manager.
Change a usernameIn this article, we explain how to amend usernames.
Update your verified email addressThis guide shows you how to update your verified email address, which is used for password recovery and account notifications.
Add and verify an email addressIn this article, we take you through how to add and verify an email address on your account.
Locked accountIn this article, we explain what to do if your account becomes locked after too many failed login in attempts.
My device remembers another account when trying to log inIn this article, we explain what to do if your device is remembering someone else's login details when you try to log in.