Password reset links and verification codes

Both a password reset link and the sign-up verification code are short-lived, and only the newest one works. Most problems come from an old link or code, or from an email that was never sent.

No reset email arrives

When the request goes through, Send reset link answers "Check your email", whether or not an email went out, so nobody can find out which addresses have an account. Nothing is sent when:

• the address differs from your account's, including capital letters,
• you were invited but never set a password: ask for a new invitation instead, see An invitation link has expired,
• your user was deleted by an admin.

If the page says "Something went wrong. Please try again.", the connection or the server failed, or too many requests came from your internet connection. Five per hour are allowed; after that, wait up to an hour. Also check your spam folder, see An email never arrived.

There is no admin option to send someone a reset link or to set a password for them. A reset is requested with Forgot password?, and the link only goes to the account's own email address.

The link works for 10 minutes

A reset link expires 10 minutes after you request it, and requesting another one replaces it. Always open the most recent email, and do it straight away.

Note: Go by the 10 minutes, even if the email mentions a longer time.

The reset page refuses the link

The page does not check the link when it opens. You fill in New password and Confirm password, press Reset password, and only then see one of:

• "This reset link has expired - request a new one": more than 10 minutes passed.
• "This reset link is invalid or has expired": the link was already used, was replaced by a newer request, or was cut off when copied.

Press Forgot password? on the sign-in page and start again.

The new password is refused

A password needs 8 to 72 characters with at least one capital letter, one lower-case letter, one number and one special character. Only these count as special: ! @ # $ % ^ & * ( ) _ + - = [ ] { } ; ' : " \ | , . < > / ?

These do not count: ~, `, €, £, § and spaces. Accented letters such as é or ü count as neither capital nor lower-case. "Passwords do not match" means the two fields differ.

On success you see "Password reset - please sign in", and the account is signed out on every other device within 15 minutes.

The verification code does not work

A new dive center confirms its business email with a six-character code before anyone can sign in. See Create your account.

• The code goes to the Business email from the first sign-up step. If you gave a different address for your own login, look in the business mailbox.
• It is valid for one hour, even if the email mentions a longer time.
• Resend code sends a new code and cancels every earlier one. You can press it again after 60 seconds, up to five times an hour from one internet connection.
• "This verification code is invalid or has expired" appears for a mistyped code and for an old one alike. Resend and use only the newest code.
• Signing in before confirming brings you back to the code page, which does not send a new code by itself.

Sign-up says the email already exists

A sign-up that was never confirmed is not deleted, so both addresses you entered stay taken. Trying again shows:

You do not need to start over. Finish the earlier sign-up instead:

1. On the sign-in page, enter the login email from your first try and your password. The code page opens even with a wrong password.
2. Press Resend code. The new code goes to the business email.
3. Enter the code and press Verify and sign in.

If you no longer know the password, use Forgot password?. It works before confirmation too, and the link goes to the login email.

• The addresses of a deleted dive center stay taken until its records are removed after 30 days. See Delete your dive center.
• Sign-up allows five attempts per hour from one internet connection, failed ones included. After that it shows "ThrottlerException: Too Many Requests"; wait up to an hour.
• "The anti-spam check did not pass. Please try again." means a hidden check your browser runs before sending failed. Press Continue again. If it keeps failing, try another browser or network.

Only a mistyped business email, or a login email you cannot remember, needs support: the business email cannot be changed in the app, before or after confirmation. See Contact support and check the system status.