Reset your password via “Forgot password”
Go to the login page
Navigate to your HoopAI login page and click Forgot Password? beneath the password field.
Enter your email address
Type the email address associated with your HoopAI account and click Send Reset Link.
Check your inbox
You’ll receive an email from HoopAI with a password reset link. The link expires after 60 minutes.
Create a new password
Click the link in the email, enter your new password (see requirements below), and confirm it.
Reset email never arrived
If you clicked Forgot Password but don’t see the email, work through this checklist:| Check | What to do |
|---|---|
| Spam / junk folder | Search your spam, junk, and promotions folders for emails from HoopAI. |
| Wrong email address | Make sure you entered the exact email tied to your account — not a personal or secondary address. |
| Email forwarding | If your domain forwards mail, check the destination inbox instead. |
| Email filters | Look for inbox rules that may auto-archive or delete transactional emails. |
| Wait a few minutes | Delivery can take up to 5 minutes during peak times. |
| Request again | If nothing arrives after 10 minutes, request another reset link. Previous links will be invalidated. |
Resetting password with 2FA enabled
If your account has two-factor authentication (2FA) turned on, the password reset flow still works the same way — you’ll reset your password via email, then be prompted to enter your 2FA code when you log in with the new password.A password reset does not disable or bypass 2FA. You’ll still need your authenticator app or backup codes to complete sign-in.
Lost access to your 2FA device
If you no longer have access to the device running your authenticator app:Try your backup codes
When you first enabled 2FA, you were given a set of one-time backup codes. Enter one of these on the 2FA prompt to sign in.
Contact your account admin
If you’re a team member (not the account owner), ask your admin to disable 2FA on your user profile so you can log in and re-enroll with a new device.
Contact HoopAI support
If you’re the account owner and have no backup codes, reach out to HoopAI support for manual 2FA removal. See what information support will need.
Account recovery when you’ve lost email access
If you can no longer access the email address tied to your HoopAI account, a standard password reset won’t work. Here’s what to do:- Team members
- Account owners
Ask your account admin to:
- Update your user profile email to a new address you control.
- Trigger a password reset to the new email.
- You can then log in and re-configure 2FA if needed.
Contacting support for manual account recovery
When self-service options are exhausted, HoopAI support can assist with manual recovery.Information support will ask for
Be ready to provide as much of the following as possible to speed up verification:| Information | Why it’s needed |
|---|---|
| Full name on the account | Confirms account ownership |
| Email address on file | Identifies the account |
| Last 4 digits of the card on file | Verifies billing ownership |
| Account/sub-account name | Helps locate the account |
| Approximate account creation date | Additional verification |
| Recent activity details (campaigns sent, contacts added) | Proves operational knowledge |
| Government-issued ID (may be required) | Final identity verification for owner accounts |
Support will never ask for your full credit card number or current password. If someone does, it’s not an official HoopAI representative.
Password requirements
When creating or resetting your password, it must meet these requirements:- Minimum 8 characters
- At least one uppercase letter
- At least one lowercase letter
- At least one number
- At least one special character (
!@#$%^&*etc.)
Best practices
- Use a unique password not shared with other services.
- Store passwords in a password manager (e.g., 1Password, Bitwarden, LastPass).
- Enable two-factor authentication for an extra layer of security — see 2FA setup.
- Change your password every 90 days, especially for admin and owner accounts.
- Never share your password via email, chat, or text.
How admins can reset passwords for team members
Account admins and owners can reset passwords for any team member in the account.Reset their password
Click Reset Password or manually set a new temporary password. The user will receive an email with instructions.
Frequently asked questions
How long does the password reset link last?
How long does the password reset link last?
Reset links expire after 60 minutes. If yours has expired, simply request a new one from the login page.
Can I reset my password from the mobile app?
Can I reset my password from the mobile app?
Yes. Tap Forgot Password on the mobile app login screen. The flow is the same as on desktop.
Will resetting my password log me out of other devices?
Will resetting my password log me out of other devices?
Yes. A password reset invalidates all existing sessions. You’ll need to sign in again on every device.
I reset my password but still can't log in — what's wrong?
I reset my password but still can't log in — what's wrong?
Your account may be locked or suspended. Check the account locked guide for next steps.
Can I use my old password again?
Can I use my old password again?
It’s technically allowed but strongly discouraged. For security, always choose a new, unique password.
How long does manual account recovery take?
How long does manual account recovery take?
Manual recovery through support typically takes 1–3 business days, depending on the complexity of identity verification required.