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Troubleshoot Password Reset
Troubleshoot Password Reset

Learn how to perform various troubleshooting actions if you are experiencing issues while resetting your account password

Colton avatar
Written by Colton
Updated over a week ago

If an error is encountered while attempting to reset the login password, follow the applicable troubleshooting steps below to complete the reset process.

Reset Email Not Received

If no email is received after selecting Forgot Password on the web or app sign-in, try these tips:

  1. Search the email inbox and spam folders for an email from recovery@mybrightwheel.com and the subject: brightwheel - Reset Password Instructions

  2. Make sure the reset password link was sent to the same email address used to create the brightwheel account.

  3. Clear browser cache and cookies and attempt the reset once more.

  4. Manually type in the email address associated with the account, do not use predictive text or auto-fill features as these may add a space to the end of the entry, causing a failure.

  5. Follow these steps to try whitelisting the brightwheel email address.

Invalid Token Error

The reset password link expires after a few hours. If an error message about the password reset token appears, typically this means the reset password link is no longer valid. If this is the case, please request a new link from the app or web sign-in page.

SMS Password Reset

Student Contacts are able to create their accounts using a verified mobile phone number, rather than an email address. The process for resetting the password is the same for these users, but instead of entering an email address in the Forgot Password field, the 10-digit mobile phone number should be entered instead.

SMS messages from brightwheel will be sent from various numbers. Please note none of these numbers are functioning voice numbers. If a link is never sent when a password reset link is requested, it may be because the user has unsubscribed from these messages.

To resubscribe, users should check their text message inbox for any past messages from brightwheel that they have replied ‘STOP’ to (this would unsubscribe and block all future SMS messages). If this is the case, users should reply ‘UNSTOP’ in that text thread to re-subscribe. Once you receive confirmation that you have been re-subscribed, request a password reset link once more and you should be set.

If none of these tips work, please contact our Support team.

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