Forgot your password, or the email never came

Quick answer. On the sign-in page press Forgot password?, type your email and press Reset password. Wait a minute, check your spam folder, then press Reset Password in the email. If your very first confirmation email never came, press Resend confirmation email on the sign-in page instead. Signing in, and what to do if you cannot has the short version; this page is for when the email does not arrive.

Who can do this: anyone with a Back9Ops account, or who has just made one.

Before you start

Know which email address you used when you made the account. Both screens ask for it, and both give the same answer whether or not an account exists for the address you type.

The steps

If you forgot the password

1. On the sign-in page press Forgot password? under the password box. The page says Forgot your password? and asks you to Enter your email.
2. Type your email in the Email box and press Reset password.
3. The page says Check your email: "If that address has a Back9Ops account, a link to set a new password is on its way."
4. Open the email called Reset your Back9Ops password and press its Reset Password button.
5. On the page that opens, type your Email again, then a new Password and Confirm password, and press Reset.
6. The page says "Your password has been reset. Please click here to log in." Press the link and sign in with the new password. We saw the old password stop working and the new one work.

If your confirmation email never came

1. On the sign-in page press Resend confirmation email. If you have just made an account, the page that says Check your email also has a Resend confirmation link under "Didn't get the email?".
2. Type your email in the Email address box and press Send confirmation email.
3. The page says "If that email has an account, a confirmation link is on its way." Open the email called Confirm your Back9Ops account and press Confirm Email.

What you should see

After either request, the page tells you to check your email and does not say whether it found an account. That is on purpose: it gives the same answer for a real account and for an address with no account. So a typing mistake in your email looks just like success. If nothing arrives, check the spelling first.

If it goes wrong

• Nothing arrived. Give it a minute and look in your spam or junk folder. The page itself says Back9Ops sends at most 3 of these every 30 minutes. We asked four times in a row: the first mails were sent, and the later requests sent no mail while the page still said Check your email. Wait half an hour before you ask again.
• You asked for a new confirmation email and none came. Your account may already be confirmed. We asked for one with an address that has no account and with an account that was already confirmed: the page gave the same answer for both, and no email came for either. Try signing in first. If that does not work, check how you spelled the address, then press Forgot password?.
• There are several emails and the link does not work. Use the newest one. We saw that once a reset link had been used, the other links we had asked for stopped working and said "Error: Invalid token." The confirmation page says every link it has already sent keeps working; we did not find that to be true after a link was used, so ask for a fresh one.
• The page says "The password reset link is invalid." We saw this on a link whose code had been cut short. Go back to the sign-in page, press Forgot password? and ask for a new link, and press the button in the email rather than typing the address by hand.
• The page says "Your password has been reset." but the old password still signs you in. We saw this happen when the Email typed on the reset page was not the address the link was sent to. Run the steps again and type the same email you asked the reset for.
• The new password is refused. The page tells you what is missing: "Add a symbol to your password, like !, ? or #.", "Add a number to your password, like 3 or 7." or "Add an uppercase letter to your password, like A or B." Fix what it names and press Reset again.
• It still does not work. Email support@back9ops.com and tell us the address you signed up with and what the page said.

Director's tip

This one is our advice, not a rule of the app. If you run a club or a league, make the address on your Back9Ops account one you can always open, not one that belongs to a job you may leave.

Related

• Signing in, and what to do if you cannot
• Make your Back9Ops account
• Your profile: email, password and your data

Still stuck?

Email support@back9ops.com and tell us the email address on your account and the exact words on the screen.