Forgot your password? Don't panic! We'll have you back on your feet in no time.
You can set a new password using the Forgot Password link on the sign-in page. This also works if you have never set a password before, or if sign-in has been temporarily blocked after too many wrong attempts.
1. Go to the sign-in page#
Go to app.cartographer.io, or click Sign In on the Cartographer web site. You'll be taken to the Cartographer sign-in page:
Enter your email address [1] and click Continue [2]:
2. Click "Forgot Password"#
On the next step, instead of entering your password, click the Forgot Password link just above the password box:
3. Request a reset link#
Check that your email address is correct and click Send Reset Link. You may be asked to complete a quick "I'm not a robot" check first.
You'll see a confirmation that we've sent you an email:
4. Open the email#
The email comes from Cartographer (you.can.reply@cartographer.io) with the subject Reset your password. It looks like this:
Hi Jane, You're receiving this email because somebody (hopefully you or an administrator) initiated a password reset on your account on Cartographer. Please disregard this email or hit "reply" if you believe you have received it in error. Click the link below to set your new password: https://auth.cartographer.io/password/reset?token=… Afterwards, you'll be able to sign in by going to the following web page and entering your email address (jane@example.com) and your new password: https://app.cartographer.io/signin The password reset link will expire in 1 hour, after which it won't work any more. If this happens to you, go to the sign-in page and use the "forgot password" link to receive a new verification email. Best regards, The Cartographer Team
Click the link in the email, or copy and paste the whole link into your browser's address bar. A few things to know about the link:
- It expires after 1 hour. If it has expired you'll see a This link can't be used message with a Request a new link option, which takes you back to step 3.
- It only works once. If you have requested several emails, use the link from the most recent one.
- The link opens the Cartographer sign-in site at auth.cartographer.io. This is the normal place to set your password, so don't worry if the address looks a little different from the app itself.
Emails normally arrive within a minute or two, but can occasionally take up to 10 minutes. If you don't receive it, check your spam or junk folder just in case. If you still can't find it, Contact Us and our support team will help you out!
5. Choose a new password#
The link takes you to a page where you can set your new password. Passwords must be at least 12 characters long. Type it twice - [1] and [2] - so we can be sure there are no typos, and click Update Password [3]:
6. Sign in with your new password#
Once your password has been updated you'll see a confirmation. Click Sign In [1] and enter your email address and your new password, and you're back in:
Troubleshooting#
- "This link can't be used" / "This reset link has expired" — the link is more than an hour old or has already been used. Click Request a new link and repeat from step 3.
- "Couldn't reach the server" — your browser couldn't contact Cartographer when you opened the link. Check your internet connection and click Try Again; the link itself is probably fine.
- "Sign-in temporarily blocked" — after a few wrong passwords in a row we pause sign-in to that account for a short while. You can wait and try again, or use the reset your password link on that screen to set a new one straight away.
- No email arrives — check your spam folder, make sure you used the email address your account is registered under, and if you're still stuck Contact Us.
