I’m not receiving a code to reset my password

We know password resets can feel like a brain workout - and not the fun kind! Here’s how to troubleshoot if you’re not receiving your verification code.

What to check

1. Contact details

   • Make sure your phone number and email address are entered correctly in your account.

   • If you’re a family member, check that the primary member set up your details correctly.

2. Email inbox

   • Look in your spam or junk folder.

   • If you use a work email, check that your employer’s firewall or security settings aren’t blocking our messages.

3. Valid phone number

   • Confirm that the number saved in your account is still active and able to receive SMS messages.

Tip: Keeping both your phone number and email up to date in the member portal helps avoid password reset issues in the future.