Reset a forgotten password

Goal

Choose a new password when you have forgotten yours and can no longer sign in to Metrikia.

Signed in and you know your current password? Change it in Settings > Security instead, at /app/settings?s=security.

Prerequisites

• The email address of your Metrikia account, and access to that mailbox.
• An account that signs in with an email and a password. You use the Continue with Google button? See the common issues below.

Steps

1. On the sign-in page (/login), click Forgot password?, to the right of the Password field label. The Forgot your password? page opens (/forgot-password).
2. Enter your address in the Email address field, then click Send reset link.
3. The Check your email screen shows the message "If an account exists with this email address, you will receive a password reset link shortly." This message is the same whatever address you entered.
4. Open the "Reset your Metrikia password" email and click the Reset Password button. The link is valid for 1 hour and works only once.
5. On the Reset your password page, enter your new password in the New password field. Below the field, the "Your password must contain:" list ticks off as you type.
6. Enter the same password in the Confirm password field, then click Reset password.
7. The Password reset successful screen shows. Click Go to login and sign in with your new password.

Password rules

• At least 8 characters, including a lowercase letter, an uppercase letter, a digit and a special character. Each rule ticks off in the list as soon as it is met.
• A password found in a known data breach is refused: choose another one.
• If this check against known data breaches is temporarily unavailable, the password is not saved and the message asks you to try again in a moment.

Expected result

Your new password replaces the old one right away. Your sessions open on other devices end: sign in there again with the new password. If you turned on two-factor authentication, it is still asked at sign-in.

Common issues

• I do not receive the email: check your junk (spam) folder and the spelling of the address you entered, then wait a few minutes. If nothing arrives, request a new link. Repeated requests in a short time are limited to protect your account: wait a moment before trying again.
• I made several requests: each new request cancels the links sent before it. Use only the link in the latest email you received.
• The message "This reset link has expired" or "This reset link is invalid" shows: the link is more than one hour old, was already used, or was replaced by a more recent request. Click Back to login, then Forgot password? to receive a new link.
• My new password is refused: check that every rule in the list is ticked and that both fields match. Otherwise, the message "Passwords do not match" shows.
• I sign in with Google: your account has no Metrikia password, so no reset link is sent to you. On the sign-in page, click Continue with Google. If it is your Google password you forgot, use Google's account recovery.
• I am still stuck: write to support at support@metrikia.io from the email address of your account. Once signed in, you can also report a problem with Report a bug, in the account menu at the bottom of the left menu.