Resetting a forgotten password
Forgotten your password? Ask for a reset link by email, then choose a new one. It takes a minute, and nobody else needs to be involved.
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Ask for a reset link
On the Sign in page, click Forgot password? under the card.
- AOrganisation — your own firm's name, as you type it to sign in.
- BEmail — the address you sign in with.
Click Send reset link C. You'll see Check your email.
The Forgot your password? page -
Open the email
Look for “Reset your Platinum Strand password” and click Choose a new password.
The link lasts one hour and works once.
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Choose your new password
Type your New password D (at least 8 characters) and the same again in Confirm password E.
Click Reset password F. You're taken back to Sign in — sign in with your new password.
The page the email link opens
💡 Tips
Your old password keeps working until you finish step 3. If you remember it in the meantime, just ignore the email.
Know your password and just want to change it? Use the Password card on Settings → Edit profile instead.
⚠️ If it goes wrong
No email? Check your junk folder. For security, Check your email appears even when the details don't match an account — so if nothing arrives, check the organisation is your own firm's name spelled exactly, and the email is the one you sign in with. Then try again.
Got an email saying your sign-in is managed by Microsoft? Your organisation signs in with Microsoft, so there's no Platinum Strand password to reset. Ask your own IT team.
Page says Link unavailable? The link is over an hour old, has been used, or a newer one has been sent (each request cancels the last). Click Request a new link.
“The two passwords don't match.” Retype both boxes.
“Too many sign-in attempts”? Wait about a minute and try again.