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My password won't reset!
My password won't reset!

Solve issues that may prevent you from resetting your password

Tom Moverley-Foster avatar
Written by Tom Moverley-Foster
Updated over 7 months ago

Two main problems seem to occur when our clients experience trouble logging into their OneUp domain or receive error messages when attempting to reset their password. Check this article to find out why you might be unable to reset your password.

Common Cause One: Expired Tab

When your OneUp browser tab is open for long periods of time, the site needs to re-authenticate your credentials for security purposes occasionally. This is also the case when logging in. If your OneUp tab has been open for a while and you come to log in again, the site can sometimes incorrectly tell you that your email is wrong, when in fact the browser session has simply expired. This can also happen when trying to reset your password after the tab has been open for a while.
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Common Cause Two: Google Autofill

Occasionally we see instances when a client's Google autofill settings have incorrectly filled their OneUp login credentials - usually the email field.

You can fix this by following these steps:

  1. Close your current tab and re-open it in a brand new Google Chrome window.

  2. Ensure that your correct email address is in the email field, rather than a date or numeric value.

  3. Try to log into the site using an incognito/private browsing window. You can do this from the context menu at the top right of the Chrome window, or using the keyboard shortcut Control + Shift + N.

If you have completed the previous three steps and have simply forgotten your password, the reset password link will generate a fresh email for you to be able to do so.

Top Tips 💡

  • Ensure you are using Google Chrome. OneUp works best in a Chrome-based browser.

  • Ensure you are attempting to log into the correct subdomain for your company. If you are unsure on this, please contact one of our team to find out.

  • If you have a few email addresses, ensure you're using the email that matches your OneUp account. This will almost always be the one that you use on your CRM account as we connect directly to this. If you are unsure, you can ask a user with admin permissions on OneUp to find this out for you on the Users page.

Troubleshooting ✨

If you still require help on this topic, get in touch with our support team via the chat. We'll be happy to help! 💙

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