If you cannot remember your password, you can request a password-reset email from the sign-in screen. Use the link in that email to choose a new password and regain access to your account.
Getting there
Open the sign-in screen.
Select Forgot password? next to the password field.
This opens the Reset your password screen.
Key concepts
You need the email address associated with your account.
The reset message says, “If an account exists for that email, we've sent a reset link.” The same message appears whether or not an account is found, so it does not confirm whether an email address has an account.
A reset link is valid for 1 hour.
The link can be used to choose a new password. It is single-use; after a successful reset, request another link if you need to reset your password again.
Your new password must be between 8 and 64 characters. The confirmation must match it.
How to request a password reset
On the Reset your password screen, enter your account email in Email.
Select Send reset link. While the request is being processed, the button displays Sending....
Check your email inbox for the reset message. Also check your spam or junk folder.
Open the reset link within 1 hour.
On the reset screen, enter a new password and enter it again in Confirm password.
Select Update password.
Sign in with your email address and new password.
If you decide not to reset your password, select Back to sign in to return to the sign-in screen.
Tips & things to know
Enter the email address exactly as it is associated with your account. Leading or trailing spaces are removed, and email addresses are handled without regard to letter case.
Choose a password you can remember and that you have not used elsewhere. The password-strength indicator can help you assess your choice.
Avoid repeatedly submitting requests. The service limits password-reset requests to 5 for the same email address and 20 from the same internet connection in a one-hour period. A request that is temporarily limited still shows the general confirmation message.
For security, do not forward your reset email or share its link. Anyone with the link may be able to set a new password while it is valid.
If you are already signed in when you open the reset link, you are signed out before the password form appears. This helps ensure the reset applies to the intended account.
FAQ
How long does the reset link work?
The link is valid for 1 hour. After that, use Request a new link on the error screen, or return to Forgot password? and submit your email again.
I received the general confirmation, but does that mean my account exists?
No. The same confirmation appears whether an account exists for the email address or not. Check that you used the email address connected to your account.
Can I request another reset link?
Yes. If the first link expired, was used already, or never arrived, return to the password-reset screen and select Send reset link again. Use the newest message you receive.
What password can I choose?
Your password must be at least 8 characters and no more than 64 characters. Enter the same value in Confirm password.
What happens after I update my password?
You are signed in with the new password and returned to the main application.
Troubleshooting
No email arrived
Confirm that the address in Email is the one connected to your account.
Check your spam, junk, or filtered folders.
Wait a few minutes, then request another link. Use the most recent email if more than one arrives.
If you have submitted several requests recently, wait before trying again because requests may be temporarily limited.
The link says it is invalid or incomplete
Return to the password-reset screen and select Request a new link. Make sure the complete link is copied from the email and opened in the same browser. Do not use a link that was truncated or altered.
The link has expired
A reset link is only valid for 1 hour. Select Request a new link and complete the reset with the new email.
The new password is rejected
Make sure it contains 8–64 characters and that both password fields match. If the form shows Passwords do not match, re-enter both values carefully.
I still cannot sign in
Return to the sign-in screen using Back to sign in and try the new password. If you still cannot access the service after requesting a fresh link and completing the reset, contact your administrator or organisation’s support contact for help confirming your account email and access.