If you encounter an unexpected error while attempting to reset your password, follow the applicable troubleshooting steps below to complete the reset process.
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Reset Email Not Received
If you clicked Forgot Password on the web or app sign-in page, but didn't receive an email, try these tips:
Search your inbox for an email from firstname.lastname@example.org and the subject: brightwheel - Reset Password Instructions
Make sure you sent the reset password link to the same email address you used to create your brightwheel account.
Clear your browser's cache and cookies and attempt the reset once more.
Manually type in your email address, do not use predictive text or auto-fill features as these may add a space to the end of the entry causing a failure.
Have you received other emails from us? Your email carrier may be blocking our emails. You can follow these steps to try whitelisting our email address.
Invalid Token Error
The reset password link expires after a few hours. If you are receiving an error message about the password reset token, typically this means the reset password link is no longer valid.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 you have unsubscribed from these messages.
To resubscribe, check your text message inbox for any past messages from brightwheel that you have replied ‘STOP’ to (this would unsubscribe you and block all future SMS messages). If this is the case, reply ‘UNSTOP’ in that text thread to resubscribe. 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.