Can't sign in, or forgot your password

Before you start

What you see on the web: “That email and password don't match. Check them or reset your password.” In the phone app: “Check your email and password, then try again.”

Why: the email or the password isn't the one on your account. We say the same thing for both, so nobody can find out who has an account.

Choose a new password on the web

1. On the sign-in page, choose Forgot password?
2. Enter your email and choose Send reset link. You see Check your email.
3. Open the email and choose its button. Do it straight away: reset links work once, and only for a short time.
4. Under Choose a new password, type your New password and choose Save password.
5. If we ask for a 6-digit code, we've emailed it to you. Enter it. You see Password changed. You're signed in.

In the phone app

1. On the sign-in screen, tap Forgot password? and then Send reset link. Open the email on the same phone.
2. Or skip the password: tap Email code at the top, type your email and tap Email me a code. Then type the 6-digit code from the email and tap Sign in with code, or open the email's link on this phone.

If something goes wrong

• “This link has expired”: the link was used already, or is too old. Choose Send a new link, and use the new email straight away.
• “Too many tries. Wait a minute, then try again.” (on the phone, “Too many attempts. Wait a minute and try again.”): wait a minute before the next try.
• “Please complete the check and try again.”: a short security check runs first. If it doesn't show, check your connection and refresh the page.
• “That code didn’t work. Check it and try again.”: use the code from the newest email.
• “This account is locked for safety.”: someone locked it because they thought it had been hacked. Contact us to get it back. We check it's you first.
• No email arrives: look in your junk or spam folder, and check you typed the email you were invited with. For your privacy, we don't say whether an email address has an account.
• Asked for a 6-digit code from an app, and you don't have the phone: see Lost the phone with your two-factor codes.

Who can do this

Everyone, for their own account. A cleaner can also ask the owner, who sees their email on Team.