Reset Password link doesn`t woirk

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Brian Moyes

• February 18, 2022 12:17

Hi, Just downloaded Neo. Forgot my password used to pre-purchase the software. Reset password link doesn`t work. My account settings still request the original password before I can enter anew one. Very frustrating - Any help would be appreciated. (WIN 11 Desktop PC)

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  Tania Taylor

  • February 18, 2022 14:31

  Hi Brian Moyes!

  Could you please make sure you're logged out of your account and then try to reset your password once again? If it doesn't work, please reach out to us via https://skylum.com/support, and we'll be able to reset it on our end for you.

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  Mike Byrne

  • February 18, 2022 17:56

  I had the same problem, just log out and then the reset password link works. 

  I later figured out the reason I couldn't find my password was that I had originally used Google to log in, instead of setting a password.

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  Brian Moyes

  • February 18, 2022 19:36

  Thanks for the quick response both of you - greatly appreciated. I did the same and logged in via Google. I`ve logged in and several times so I can access my account page etc but I still can`t change my password as the email link takes me to the same page and requests I enter my existing password as before. Do I have to enter my Google account password here to select a new one?

   

  Thanks

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  Katherine Nelson

  • February 19, 2022 11:45

  Hi Brian Moyes,

  Please make sure to log out from your Skylum account in browser before resetting your password.

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