> ## Documentation Index
> Fetch the complete documentation index at: https://help.hoopai.com/llms.txt
> Use this file to discover all available pages before exploring further.

# Password reset and account recovery

If you're locked out of your HoopAI account or need to change your password, this guide walks you through every recovery scenario — from a simple password reset to full account recovery when you've lost access to your email or two-factor authentication device.

## Reset your password via "Forgot password"

<Steps>
  <Step title="Go to the login page">
    Navigate to your HoopAI login page and click **Forgot Password?** beneath the password field.
  </Step>

  <Step title="Enter your email address">
    Type the email address associated with your HoopAI account and click **Send Reset Link**.
  </Step>

  <Step title="Check your inbox">
    You'll receive an email from HoopAI with a password reset link. The link expires after **60 minutes**.
  </Step>

  <Step title="Create a new password">
    Click the link in the email, enter your new password (see [requirements below](#password-requirements)), and confirm it.
  </Step>

  <Step title="Log in">
    Return to the login page and sign in with your new password.
  </Step>
</Steps>

## 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. |

<Tip>
  Add HoopAI's sending domain to your email safe-senders list so future messages aren't filtered.
</Tip>

## 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.

<Note>
  A password reset does **not** disable or bypass 2FA. You'll still need your authenticator app or backup codes to complete sign-in.
</Note>

## Lost access to your 2FA device

If you no longer have access to the device running your authenticator app:

<Steps>
  <Step title="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.
  </Step>

  <Step title="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.
  </Step>

  <Step title="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](#information-support-will-ask-for).
  </Step>
</Steps>

<Warning>
  Always store your 2FA backup codes in a secure location (password manager, printed copy in a safe). Without them, recovery requires manual identity verification and may take several business days.
</Warning>

## 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:

<Tabs>
  <Tab title="Team members">
    Ask your account admin to:

    1. Update your user profile email to a new address you control.
    2. Trigger a password reset to the new email.
    3. You can then log in and re-configure 2FA if needed.
  </Tab>

  <Tab title="Account owners">
    Contact HoopAI support directly. You'll need to verify your identity before any email changes can be made on an owner account. See the section below for details.
  </Tab>
</Tabs>

## 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/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 |

<Note>
  Support will never ask for your full credit card number or current password. If someone does, it's not an official HoopAI representative.
</Note>

## 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](/getting-started/two-factor-auth).
* 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.

<Steps>
  <Step title="Navigate to team management">
    Go to **Settings** > **My Staff** (or **Team Management**).
  </Step>

  <Step title="Select the user">
    Find the team member and click on their profile.
  </Step>

  <Step title="Reset their password">
    Click **Reset Password** or manually set a new temporary password. The user will receive an email with instructions.
  </Step>

  <Step title="Disable 2FA if needed">
    If the team member also lost access to their 2FA device, toggle off two-factor authentication from their profile so they can re-enroll after logging in.
  </Step>
</Steps>

<Tip>
  After resetting a team member's password, remind them to change it immediately upon first login and re-enable 2FA.
</Tip>

***

## Frequently asked questions

<AccordionGroup>
  <Accordion title="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.
  </Accordion>

  <Accordion title="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.
  </Accordion>

  <Accordion title="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.
  </Accordion>

  <Accordion title="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](/troubleshooting/account-locked) for next steps.
  </Accordion>

  <Accordion title="Can I use my old password again?">
    It's technically allowed but strongly discouraged. For security, always choose a new, unique password.
  </Accordion>

  <Accordion title="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.
  </Accordion>
</AccordionGroup>