FAQ: I've forgotten my password, how can I reset it?

If you've forgotten the password you use to sign in to My Account, you might need to reset it.

Here's how to do it:

  1. Go to Forgot your password and enter your email address. Check the "I'm not a robot" box and select "submit"
  2. We'll email you a 24-hour temporary login link to the email address provided in step 1 
  3. Once you receive your temporary login link, you can login and will be prompted to set a new password – although it might look like you’re logged into your account at this point, you’ll still need to set a new password.
  4. Once you've set your new password, a message will appear at the top of the page to show that this was successful 

What to do if I don’t receive my temporary login link

If you’ve followed steps one and two above but haven’t received an email from us with your temporary login link, there’s a couple of things you can try.

Sometimes these emails can be mistaken for spam/junk and can go into your spam or junk email folder. Take a look in these folders and if you find our email mark is as ‘not spam’ or ‘not junk’ to help make sure any future emails from us are delivered to your inbox.

If your business has an email protection system in place that only allows emails that are on an approved senders list to reach you, you’ll need to add our domain (wave-utilities.co.uk) to your approved list. This is often referred to as whitelisting.

Finally, it may be that your internet service provider needs to update their records. You’d need to get in touch with them and let them know that you’re expecting an email from our domain (wave-utilities.co.uk).

What to do if you see any of the following messages after 5 failed login attempts

If you've had more than 5 failed login attempts, your account will be blocked as a security measure. To have your account unblocked, please contact a member of our team who'll be happy to assist you. 

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