Mandatory Password Resets
- I didn’t request a password reset. Why am I being asked to change it?
- How do I change my password?
- My password reset link hasn't arrived
- My password reset link is returning an error
I didn’t request a password reset. Why am I being asked to change it?
In some cases, we will require you to reset your password to ensure your account is secure. Potential reasons we may have reset your password:
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Your password doesn’t meet our security requirements
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There were too many failed attempts to login
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We detected a suspicious login attempt
How do I change my password?
If we’ve forced a password reset, you will be asked to reset your password upon your next login.
We will immediately email you a link to reset your password.
In some cases, you may be given the option to delay the password reset for up to a week. If so, upon login, you will be shown the number of days remaining until you must change your password and can proceed to the dashboard by clicking on "Go to dashboard". You can change your password either via the password reset link that was sent to you or by going to your User Settings.
At the end of the 7 days, you will not be able to proceed to the dashboard until you reset your password.
In other cases, you will be required to reset your password immediately before you can access the dashboard.
My password reset link hasn't arrived
If your password reset link has not arrived after a few minutes, please check your spam folder. Please also ensure you can receive emails from no-reply@gocardless.com.
If you still can’t locate the password reset email, please try clicking on the Resend button shown on the “Please reset your password” page or via the Forgotten Password Form.
Should the issue persist, please reach out to our support team by opening a Support ticket here.
My password reset link is returning an error
The most likely reason that you’re receiving an error message is that Forgotten password? was clicked more than once and you have opened an email from an earlier request (or click) rather than the most recent. If you were to request the reset link twice for example, the second email you receive would be the one you’d need to use to reset your password. The password token linked to the first email would be invalidated by the more recent one.
The password reset link typically expires in an hour. When they expire instantly, it may be because you have refreshed the page or another issue with the browser led to the page to refresh. Once the page is refreshed the password reset link will expire.
If the password reset link has expired, the easiest way to deal with this is resending the email. You can do so via the Forgotten Password Form or via the “Resend email” button.