Password Reset Not Working
Requested a password reset but something's not quite right? Let's work through the common issues together.
Not Receiving the Reset Email
Check Your Spam and Junk Folders
Password reset emails sometimes get caught by spam filters:
Open your email's spam or junk folder
Search for emails from "Tourism Accelerator" or "[email protected]"
If found, mark the email as "Not Spam" to ensure future emails arrive correctly
Verify the Email Address
Make sure you're entering the correct email:
Use the exact email address you registered with
Check for typos (e.g., ".com" vs ".com.au")
Try any alternative email addresses you might have used
Wait a Few Minutes
Sometimes emails take a little while to arrive:
Wait 5-10 minutes before requesting another reset
Check your inbox again, including spam folders
Avoid requesting multiple resets in quick succession, as this can delay delivery
Check Your Email Filters
If you use email rules or filters:
Review your email filter settings
Ensure emails from Tourism Accelerator aren't being automatically archived or deleted
Add our email addresses to your safe senders list
Whitelist Our Email Addresses
Add these addresses to your contacts or safe senders list:
Reset Link Not Working
Link Has Expired
Password reset links expire after 24 hours for security reasons:
Request a new password reset from the login page
Use the new link as soon as possible
Don't close the browser tab until you've completed the reset
Link Already Used
Each reset link can only be used once:
If you've already reset your password, try logging in with your new password
If you need to change it again, request a fresh reset link
Link Appears Broken or Incomplete
Sometimes email systems break long links:
Try copying the entire link manually (it may span multiple lines)
Paste it directly into your browser's address bar
Ensure no extra spaces were added when copying
Browser Issues
Your browser might be interfering with the reset process:
Clear your browser cache and cookies
Try using a different browser (Chrome, Firefox, Safari, or Edge)
Disable any browser extensions temporarily
Try using an incognito/private browsing window
Error Messages During Reset
"Invalid Token" Error
This usually means the reset link has expired or been used:
Request a new password reset
Use the link immediately after receiving it
Don't click the link multiple times
"Password Doesn't Meet Requirements" Error
Your new password must meet our security standards:
At least 8 characters long
Include at least one uppercase letter
Include at least one lowercase letter
Include at least one number
Include at least one special character (!@#$%^&*)
"Something Went Wrong" Error
If you see a generic error:
Wait a few minutes and try again
Clear your browser cache
Try a different browser or device
Request a new reset link if the problem persists
Preventing Future Issues
To avoid password reset problems in the future:
Save your password securely – Use a password manager to store your credentials
Update your email address – If you change email providers, update your account email first
Enable two-factor authentication – Adds an extra layer of security to your account
Still Need Help?
If you've tried all these steps and still can't reset your password, our support team can help verify your identity and manually reset your account:
Email: [email protected]
Live Chat: Available Monday to Friday, 9am–5pm AEST
Please include:
Your registered email address
Your business name
A brief description of the issue you're experiencing
We'll prioritise getting you back into your account.