Your FAQ: Our answer

Here you can find our answer to the question “How do I recover my password?”. You can find many answers to your questions in our FAQs.

How do I recover my password?

When you register an account on this web site, you set your own password. This is because passwords you create yourself tend to be easier to remember! But, we’ve all done it... We’ve all forgotten one of the millions of passwords we have to remember for every single site we visit.

So, we’ve created a simple and secure process to enable you to reset your password when you’ve forgotten it. We can’t tell you your existing password because it is encrypted before we store it in our database, so even if we went into the database to look for your password, all we would see is a string of 64 letters and numbers that you wouldn’t recognise either!

How to change your password when you’re not signed in:
  1. Click on My account (opens in a new window so you can still refer to these instructions) on the main menu;
  2. Click on the Forgotten my password? (new window) link on the right-hand side;
  3. Complete the requested details in the “Request a password reset” form with the details we hold for you (you will need to include your registered email address, username and your preferred security question and answer);
  4. Click on Request reset;
  5. If the details are correct, you will receive an email to your registered email address containing a link and further instructions to change your password;
  6. The link contains a reference id and is unique and time limited. Click the link or copy and paste the entire link into your web browser’s address bar. Create a new password to regain access to your account.

If you suddenly remember your existing password after you have requested a reset, you can cancel the reset by signing in to your account as normal with your existing username and password. We recommend you do this as soon as possible so that the unique reference to your account is killed and the reset link is properly voided.