If you forgot your password or can't get in

Start here

If you can't sign in, first decide which problem you actually have, because the fix differs:

• You don't remember your password → reset it (below).
• Your password is right but sign-in still fails → your account may not be active yet, or your email isn't verified. See StretchSuite account statuses explained.
• You're not sure which email you used → that's an identity problem, not a password one. See the troubleshooting notes below.

Steps: reset a forgotten password

1. Go to /login.
2. Select the Forgot password? link beneath the password field.
3. Enter the email address on your account when prompted.
4. Submit the request. For privacy, the response is the same whether or not an account exists for that address — so you won't be told "no such account."
5. Check your inbox (including spam and promotions) for a password-reset email and follow its link to set a new password.
6. Choose a new password of at least 10 characters, then return to /login and sign in with it.

If the reset doesn't seem to work

Work through these in order — most "the reset didn't help" cases are one of them:

1. No email arrived. Confirm you entered the exact address on your account (typos and the wrong work/personal address are common). Check spam. Wait a couple of minutes and try again.
2. You reset the password but still can't sign in. The blocker probably isn't your password at all. If your account is awaiting activation or unverified, no password will let you in until that clears. Verify your email (Verify your email address) and confirm your status (StretchSuite account statuses explained).
3. You reset the wrong account. If you have more than one email, you may have reset a different account than the one your organization is attached to. Reset the one that matches the workspace you're trying to reach.

Realistic example

Carlos can't get into his workspace. He selects Forgot password? at /login, enters carlos@finchgroup.com, and gets a reset email. He sets a new 14-character passphrase and signs in successfully. His colleague Nadia tries the same thing but still can't sign in afterward — because her issue was never the password. Her account was still awaiting activation; once she's approved, her original password works fine and the reset turns out to have been unnecessary.

Tips

• Reset links are time-limited and single-use. If a link looks expired, request a fresh one and use the newest email.
• Use a passphrase. A few unrelated words easily clear the 10-character minimum and are far easier to recall than a cryptic string.
• Rule out status before resetting again. If you've reset once and still can't get in, stop resetting and check whether your account is verified and active — repeating the reset won't fix an activation hold.

Troubleshooting

• "I never get the reset email." The address may not match any account, or mail is being filtered. Confirm the address, check spam, and if it still doesn't arrive, contact support with the email you're trying to recover.
• "The link says it's invalid." It expired or was already used. Request a new one from Forgot password? and use the latest message.
• "I don't know which email I used." Try the reset on each address you might have used. Only the account tied to your organization will let you back into that workspace. If none work, contact support and describe the organization you're trying to reach so they can locate the right account.
• "Reset worked but I'm blocked at a different step." You've solved the password problem; the remaining blocker is elsewhere. Follow Troubleshoot sign-in and account access to isolate it.

FAQ

Can I change my password when I already know it? The reset flow via Forgot password? is the reliable path to set a new password. Start it from the sign-in screen even if you're just rotating a password you still remember.

Will resetting my password sign me out of other devices? Treat a reset as a security event and re-sign-in on your devices afterward. If you reset because you suspect someone else had access, sign out everywhere and set a brand-new password you haven't used before.