I can't login - how do I get a password reset?

It happens, you can't login and need some help. Either call us, or open live chat on this page. 

Login issues fall in to two categories. 

1) Lost two factor authentication device 

You get a new phone, or you lose it, or something else happens. It's annoying and to top it off you can't login to anything! 

If you can't get in - come talk to us either by phone or live chat and we'll be able to help you. 

To prevent this in the future we recommend doing two forms of two factor authentication. 

a) use your phone number and SMS 

b) use an app like Authy on your phone, or a physical device like a YubiKey. 

When you do add two factor authentication, ensure you also write down your backup codes (offline) as these are your last line of access. 

2) Wrong password 

You still have your two factor authentication device, but you can't get to use it because you password is wrong, perhaps you lost it, or changed it and didn't save it correctly in your password manager. 

To do a password reset, we'll need the recovery mobile number on your account to match what you give us, we'll reset your password and send it to you by SMS, and we'll stay with you until you are logged in again and have two factor authentication configured again (if necessary).

If your mobile number doesn't match we won't be able to proceed and will require authorisation from a Super Admin within your organisation to proceed.

You can check your recovery details in https://myaccount.google.com/security (look for recovery phone), and update it to your current phone number where you can receive an SMS.