Here's how to reset or recover your log-in credentials on the app.

If you've forgotten your password

  1. Touch PROBLEMS SIGNING IN?
  2. Touch Forgot your password?
  3. Enter your user name as requested and touch I'm not a robot
  4. If a visual challenge appears ("Select all the images with palm trees in them" or something similar), complete it and touch .
  5. You may have to touch I'm not a robot again and then NEXT.
  6. This message appears:
  7. Select your mobile number or email address to receive password recovery help. (Note that the display of your mobile number may be formatted like an email address, as seen in the top row above. If that's the case, don't worry about it; it's part of our internal process.)

    If you've provided an email or text message destination for the recovery message, a confirmation appears:
  8. Touch OK. It can take up to 30 minutes to receive the message, but is usually faster.

    If you chose the email or text/SMS option, go ahead to Step 8.

    If you selected I NO LONGER HAVE ACCESS TO THIS EMAIL/PHONE, a message appears advising you to contact your security professional for help getting back into your account.

  9. Check your text messages or email for the password reset instructions.
  10. Follow the steps in the email or text and log in.

If you've forgotten your user name

  1. Touch PROBLEMS SIGNING IN?
  2. Touch Forgot your username?
  3. Enter the email address or mobile number associated with your account. If you choose the phone method, you'll need to select your mobile service provider.
  4. Click . A confirmation message appears.
  5. Click OK. The response can take up to 30 minutes, but is often faster.
  6. You will receive an email or text (SMS) message containing your user name.
  7. Return to the Remote Services login page and .
Note: The app offers a shortcut to your email. (On iOS, Go to Mail, on Android, Open my email inbox.) This option opens the device's built-in, default email app. If you use a different app for email (such as Gmail on iOS or Yahoo Mail on Android), make sure you're checking the email account associated with your Remote Service.

If you are already signed in and want to change your password

iOS (iPhone/iPad):

  • Touch , then
  • Click CHANGE PASSWORD. The form seen at left below appears:
  • First, click SHOW so you can see what you're doing.
  • Enter your old password in the top field and a new password in the bottom one.
  • Click CHANGE PASSWORD again, as seen above right.

On Android:

  • Touch , then Settings, then
  • Click CHANGE PASSWORD. The form seen at left below appears:
  • First, click SHOW so you can see what you're doing.
  • Enter your old password in the top field and a new password in the bottom one.
  • Click CHANGE PASSWORD again , as seen above right.

Please observe these rules when setting or changing a password or username:

  • User names can contain 6 - 80 characters and no spaces. Special characters such as the 'At' sign and asterisks are permitted.
  • Passwords can contain 8 - 80 characters and no spaces. Passwords are case-sensitive and must contain at least 1 uppercase character, at least 1 lowercase character, at least 1 number and at least 1 special character.     
When creating a password  please use only these characters: