Website and Login Help

Please send your feedback and suggestions to lydia@sharedlivesplus.org.uk.

You can reset your password here. This will send an email with a password reset link to the email address linked to your account.

Tried that and still having problems? Read on.

If you’ve asked for a password reset link but you haven’t got an email from us, one of the following three things is probably to blame:

1. we sent you the link but you can’t find the email
2. we sent you the link but you can’t get to the email
3. we didn’t send you an email with a password reset link

This is the most common problem, and the easiest to solve. If we’ve sent the email but you can’t find it, chances are the email is in your junk mail, or it has been sent to your other/old email address.

If you have changed your email address, or use more than one email address, we may be sending the email to an account which isn’t the one you’re looking at. If you still have access to your other email accounts, check them to see if the message is getting delivered there. Remember to check your junk mail folder for the message.

If the email is in your junk mail, you may need to move it into your main inbox before you can click on the link in the email to reset your password.

There’s two main reasons that this happens:

1. We’re sending the email to an address you can’t access any more
2. Your email system isn’t just sending the message to junk, it is blocking it entirely – this is more common when you have an email address that is protected by a firewall, like those used by local authorities.

Both problems are easy to fix, either by updating your email address on the system, or by sending you the password reset link in a non-automated email which won’t get blocked (hopefully).

To understand why we might not have sent you an email, you need to understanding how and when we send out password reset links.

You can ask for a password reset link by putting either your username or email address into the ‘lost password’ form on this page.

When you submit this form, the system looks for a match between your username or email address and the username or email address on a valid user account in our records. If the system finds a match, it automatically sends a password reset link to the email address linked with that user account.

If it doesn’t find a match, nothing happens. This usually happens because you have used the wrong username or the wrong email address. The system won’t send a password reset link to an email addresses that isn’t linked to a valid user account.

If you’ve checked your junk mail folder, and any other/old email addresses, and you still can’t see the password reset email, send us a login support request using the form below.

We’ll have a look at your account and get in touch with you about possible solutions.