Forgot Password
If you can't sign in, use Forgot password. We email you a 6-digit code, you type it where you asked for it, and then you set a new password. The steps are the same in the app and on the website.
Ask for a code
- On the sign-in screen, tap Forgot password?
- Enter the email address of your account and tap Send code.
You'll see Check your email. If that address has an account, the code is on its way. Check your inbox and spam folder.
Enter the code
- Open the email from Fuze Store. It shows a 6-digit code and nothing to tap.
- Type the code into the six boxes, or paste it. A whole code is checked straight away.
A few things to know:
- The code lasts 10 minutes and works once.
- Resend code is available after 60 seconds. A new code replaces the earlier one.
- After five wrong tries the reset is locked for 15 minutes, and a new code can't be sent until then.
- Use a different email takes you back a step.
Never share the code
Fuze Store will never ask you for this code by phone, chat or email. If you
did not ask to reset your password, ignore the email. Your password has not
changed.
Set a new password
- Enter New Password and Confirm Password. Passwords must be at least 8 characters with uppercase, lowercase, a number, and a special character (the form shows this hint).
- Tap Reset Password.
- If two-factor authentication is on, you are asked for your code before the reset finishes — see below.
- Success shows Password Reset Successfully — then Go to Login and sign in with the new password.
A reset signs your account out on every device, so each one needs the new password to sign in again.
If you deleted your account
An account deleted less than 30 days ago can still reset its password. The new-password screen tells you the account is set to be deleted. Saving the new password brings the account back and cancels the deletion, and we email you to confirm. See Deleting an Account.
If you use two-factor authentication
Resetting your password does not skip two-factor. After you enter the new password we ask for a 6-digit code from your authenticator app, or you can choose Use a recovery code instead and enter one of the codes you saved when you turned two-factor on.
This is deliberate: without it, anyone who reached your email could reset the password and then switch two-factor off. Requiring the second factor here means access to your inbox alone is never enough.
If the authenticator code is wrong you can try again; after several wrong codes we pause the attempts for a few minutes and you will need to start the reset again.
Lost your authenticator?
Use a recovery code — that is exactly what they are for, and each one works
once. If you have no authenticator and no recovery codes left, contact
support; we cannot unlock the account from the app.
If you got a link instead of a code
An older version of the app emails a reset link instead of a code. The link still works for 60 minutes and opens the same new-password screen. Update the app to get the code. If a link is missing, wrong or expired, you'll see Invalid or Expired Link; start again from Forgot password.
Tips
- The code only works where you asked for it, so you can read the email on another device and type the code in.
- Codes expire after 10 minutes. Send a new one if you waited too long.
- After a successful reset, use your new password on both the website and the app.
Still locked out?
If the code email never arrives, confirm the address on the account and check
spam. For authenticator lockouts after 2FA is on, use a recovery code on the
two-factor challenge screen — see Security
Overview.
Edge cases
- Codes: the 6-digit code lasts 10 minutes and works once; five wrong tries lock the reset for 15 minutes.
- Two-step sign-in on: the reset also asks for your authenticator code or a backup code.
- Same answer for every email: the app does not say whether an email has an account.
- Deleted in the last 30 days: saving a new password brings the account back.