Changing your password always requires the 6-digit verification code we email you. There is no way to change a password from inside Settings while you are signed in — the emailed code is the step that proves the account is yours.
The verification code is not arriving
Work through these in order:
Check every mail folder, not just Spam. Look in Spam, Promotions, Updates, and any other tab or folder your mail provider sorts into.
Check the address you typed. The code goes to the exact address entered on the sign-in page, so a small typo sends it somewhere else.
If you use a company or school email address, ask your IT team. Corporate mail systems frequently filter or quarantine automated verification mail before it reaches the inbox. Ask them to allow mail from subanana.com. This is the most common cause when other emails from us arrive normally but the code does not — filtering rules often treat verification mail differently from ordinary mail.
Request the code again after the checks above, and give it a few minutes.
If the code still does not arrive, contact us at hello@subanana.com from the account's own email address and tell us what you have already checked. We can reset the password for you once we have confirmed the account is yours.
Someone else still has access to my account
If a former colleague, a contractor, or anyone else has been signing in to your account, changing the password is the right move — and it is worth doing promptly, because a shared account also shares your transcription minutes.
Tell us that this is your situation when you contact us. We will treat it as a security matter rather than a routine password question, and make sure the account is properly secured as part of the reset rather than only changing the password.
We can also sign every device out of the account at the same time, so anyone who was already signed in is pushed out rather than staying logged in with an old session. Ask for this when you contact us — it is done by hand by our team, so tell us it is needed.
Why we cannot simply change it for you on request. Email verification is what separates you from the person you are trying to remove. If we changed passwords without it, the same request from them would work just as well. This is why we ask you to verify even when you are already signed in and can prove you are paying for the plan.
Planning ahead
If the account is used by a team, a shared password is fragile — each person who leaves means another reset. A team workspace gives people their own access under one subscription instead. Email hello@subanana.com and we will set it up with you.