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Password Reset Troubleshooting
Password Reset Troubleshooting

Due to recent security updates, some users may be experiencing issues resetting their password. Below are common issues and solutions!

Updated over a week ago

Clear your Browsers Cache or Use a New Browser Temporarily

We have found that saved information in your browser can cause some problems. Before attempting any of the below troubleshooting, we recommend you clear your browser's Cache or use a new browser to get logged in.
In most browsers, you can do this with the keyboard shortcut Cmd+Shift+Delete on a Mac or Ctrl+Shift+Delete on a PC

Problems Receiving your Password Reset Email/Email is Not Taking You to the Password Reset Screen

  • Request a new email from this URL ( directly.

    • This email may take a few minutes to arrive.

  • If you do not see the email in your inbox, spam, or junk folder, then there is a high chance that your email security gateway blocks it. Please contact your IT/Security team to see if they are able to see it on their end and ask them to whitelist [email protected] to ensure all future emails are delivered.

Your New Password is Not Being Accepted

When creating a new password, please be aware that Bonusly requires a minimum of 12 characters for every user password.

Your Email is Not Recognized as Belonging to Your Company

  • If you are seeing either of the above screenshots:

    • Confirm with your company admin that the email you are using is the one associated with your Bonusly profile.

      • We often find that if you had a name change, your old email is still associated with your Bonusly profile.

      • If your company has ever changed names or email domains, you will want to make sure you are using your most up-to-date email.

  • If your admin has confirmed that you are using the right email address, please reach back out to Bonusly for Support

Additional Tips for creating strong passwords: πŸ’ͺ

  • Never reuse a password

  • Use at least 12 characters for your password (the more, the better!)

  • Use a mixture of both uppercase and lowercase letters

  • Mix in letters and numbers

  • Include a special character

  • Try to avoid using actual words by themselves from any language because they are easier to guess and decode (i.e., Burgundy)

  • Consider using a password manager program to keep track of your passwords, which defeats a lot of standard hacking attempts

Avoid common mistakes

  • Passwords based on personal information are easily compromised

  • Misspelling a word (daytt instead of date) only provides limited protection

  • Reusing a password, even a strong one, endangers your accounts just as much as using a weak password

Questions? Send us a note to [email protected]; we'd be happy to help!

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