If you're having trouble logging in or accessing your account, most issues can be resolved quickly with the steps below. Work through them in order before contacting support.
I've forgotten my password
Go to the Forgot Password page.
Enter your email address and click Send Reset Link.
Check your inbox — and your spam or junk folder — for the reset email.
Click the link in the email and follow the prompts to set a new password.
The reset link expires after 60 minutes. If it's expired, request a new one.
I'm not receiving the password reset email
Check your spam and junk folders.
Make sure you're using the email address registered to your Launchpad account.
Add [email protected] to your contacts or safe senders list.
If you still haven't received it after 5 minutes, try requesting a new link.
My account is locked
After several failed login attempts, your account may be temporarily locked for security. Wait 15 minutes, then try again. If you're still locked out, use the Forgot Password flow to reset your credentials.
I'm seeing the wrong organisation's data
Click your name or avatar in the top-right corner.
Select Switch Organisation if you have access to multiple accounts.
Select the correct organisation from the list.
I can't see a feature I expect to have access to
Your role may not include access to that feature. Ask your account owner to check your role in Team Settings.
The feature may require a higher subscription tier or an add-on. Check Settings > Billing.
Still stuck?
Contact the support team at [email protected] or use the chat button in the bottom-right corner of Launchpad. Include your email address, a description of the issue, and any error messages you see.