For security purposes, user accounts are automatically locked after multiple unsuccessful password attempts.
Link in the Reset or Unlock Email Isn't Working?
If the email arrived but the link doesn't work — or appears to be missing — this is often because the message was filtered as spam or junk, which can cause email providers to disable or strip links. Check your spam or junk folder, and if you find the email there, mark it as "Safe" or "Not Spam." This typically restores the link. Then use the link directly from that email, or request a fresh one.
Site Asking for Your Current (Old) Password Instead of Resetting It?
If the site is asking you to enter your current (old) password rather than showing a reset screen, that almost always means you're still logged in — you're not actually locked out.
To reset your password using the Forgot Password flow:
Log out of your account first.
Then click Forgot Password and follow the prompts here: https://www.supportnow.org/users/password/new
Reset emails often won't work correctly while you're still logged in, so make sure you've logged out before requesting one. And be sure to check your spam or junk folder if the reset email doesn't show up in your inbox.
How to Unlock Your Account
If your account has been locked, you'll receive an email with a link and instructions to unlock it.
Please check your inbox as well as your spam or junk folder, as these emails can occasionally be filtered.
Once your account is unlocked, you'll need to reset your password before logging back in. You can do so by following the Forgot Password prompt here:
https://www.supportnow.org/users/password/new
Resetting your password will allow you to securely access your account again.
Didn't Receive the Unlock Email?
If you don't see the unlock instructions:
Go to the login screen.
Click "Didn't receive unlock instructions?"
Enter your email address to have the instructions resent.
Be sure to double-check that you're entering the email address associated with your account.
If you never set up a password to begin with, that's expected — one is automatically created when your account (registry) is set up and emailed to you, so check your inbox and your spam or junk folder. If you can't find that email, log out and use the Forgot Password option at https://www.supportnow.org/users/password/new to set a new one. Use the forgot-password flow rather than changing your password while logged in, which asks for your current password.
Still Having Trouble?
If you're unable to unlock your account after following the steps above, our team is happy to help.
Please contact Support at 855-904-7080 and include:
Your full name
The email address associated with your account
Providing this information upfront helps us resolve your issue as quickly as possible.