FAQs: Accounts

Contents:

• What happens if I forget my password?
• How can I change my password?
• How do I change the email address on my account?
• Can my account be transferred to another organization?
• Why am I not appearing on the leaderboard?
• Which timeout takes precedence?
• Can the 8-hour maximum session timeout be extended? 

What happens if I forget my password?

If you have forgotten your password, you can reset it by selecting the 'Forgotten Password?' hyperlink at the bottom of the main sign-in page.

You'll be asked to enter the email linked to your account. After that, just click on recover, and you'll soon get an email with a link to reset your password.

How can I change my password?

You can change your password by navigating to your profile.  

To visit your Profile, select your profile icon on the right-hand side corner of the main navigation bar. The icon will consist of your initials or a picture, if you've added one:

Select Settings from the Profile dropdown. 

You can then change your password by scrolling down the page in the Settings tab and filling out your current password, as well as what you would like your new password to be. 

Select the change password button.

How do I change the email address on my account?

There is no way to change the email address attached to your account yourself.

If you would like to change your email address, please contact the Customer Support team. 

Please include details of your existing account email, as well as the email you would like it changed to. For security purposes, please cc this address into the email.

Can my account be transferred to another organization?

Yes, this is possible, but there are limitations. It is important to note, that if you have already received a new account at your new organization, any points and progress you have earned on this new account will be lost when we transfer over and replace it with your old account.

If you still wish to proceed, then we first require written confirmation from both organizations, your old organization that your account is associated with and the new organization you're moving to.  

To kickstart this process, contact our Customer Support team and provide the following details:

• Your email address and current organization
• The organization you'd like your account moved to

Our team will handle the rest. Please note, this may take some time, due to the consent letters needed in order to approve the request.

Why am I not appearing on the leaderboard?

If your profile is not appearing in your organization's leaderboards, this is because a setting to do with your profile's visibility is disabled. 

You can change this setting by navigating to your profile via your profile icon on the right of the main navigation menu and selecting Settings in the dropdown.

Ensure the 'Let Other People See my Details' option is selected. If it is not selected, your profile will not appear in leaderboards. 

For more information on the leaderboard, visit our leaderboard guide.

Which timeout takes precedence? 

Both the Idle and Maximum timeouts apply simultaneously. For example, if you are active for 8 hours straight, the Maximum Session Timeout will sign you out even if you never triggered the Idle Timeout.

Can the 8-hour maximum timeout be extended? 

The 8-hour maximum is a standard security measure applied across the platform to ensure session integrity.