---
key: get-back-into-the-portal
title: Get back in when you forgot your password or username
audience: customer
section: portal/getting-in
routes: ["/portal/forgot-password", "/portal/forgot-username", "/portal/set-password", "/portal/forbidden"]
since: 0.0.1
updated: 0.0.1
status: published
summary: Email yourself a link to choose a new portal password or your username, finish any second sign-in step the company requires, and what to do when the portal will not open.
keywords: [forgot password, reset password, forgot username, locked out, cannot sign in, reset link, portal will not open, link not working]
related: [sign-in-to-the-portal, change-your-portal-password, turn-on-two-step-verification-in-the-portal]
---

On the portal **Sign in** page, the links **Forgot password?** and **Forgot username?** sit under the form. Their addresses end in `/forgot-password` and `/forgot-username`. The link in the reset email opens a page ending in `/set-password`.

## Steps

If you forgot your password:

1. Select **Forgot password?**. The page is headed with the company's name.
2. Type your **Username or email** and select **Email me a reset link**.
3. Open the company-branded email headed “Reset your password” and select “Reset password”. The portal opens on **Create your password**.
4. Type a **New password** and again in **Confirm password**, then select **Save and continue**. The portal opens your account straight away. If it cannot sign you in on this device, the page shows **You're all set.**; select **Sign in**.
5. If the company requires a second sign-in step and you have none yet, the page shows **Set up your verification method** instead. Choose **Authenticator app** or **Passkey**, select **Set up verification** and follow the prompts; for an app, scan the code and type the code it shows, then select **Verify and finish setup**. The setup must be finished within 10 minutes.

If you forgot your username:

1. Select **Forgot username?**, or **Find your username** on the reset page.
2. Type your **Email address**, the one the company has on file for you, and select **Email me my username**.
3. Open the email headed “Your sign-in name”, select “Go to sign in”, and sign in with the username it gives you. See [[sign-in-to-the-portal]].

## What you see

- The page always says that instructions were sent if an account matches. It never says whether the address is known, so no one can use it to guess your details.
- Setting a new password does not turn off any second step you set up. You still need your code or passkey after the password.

## If something looks different

- No email arrives: check your junk folder, and make sure you typed the username or email the company has on file. If it still does not come, contact the company; they can send you a fresh sign-in link.
- The reset link says it has expired or was already used: request a new one with **Forgot password?**.
- “Reset your password” appears on the username page: use it if you forgot both.
- Your password is saved but the page says your access is not active: the company has paused your portal access. Contact them.
- **We can't open that portal**: the web address is wrong, or the company's portal link is no longer available. Check that you copied the whole link, then open it again. **Still stuck?** on that page means: ask the company that sent you the link for a new one.
- **Share link retired** or another message about a link that no longer works: see [[open-a-file-a-company-shared-with-you]].