Forgot your password? What to do
Quick version: 5 steps
- Go to the login pageOpen member-portal.html and click Forgot password? below the password field
- Enter the email you registered withthen click Send reset link
- Open your inbox and click the linkIf it is not in your main inbox, check your junk mail folder (Spam / Junk)
- Set a new passwordThe site opens the password page for you — no need to enter your old password
- Carry on using the siteClick the login button on that page and you go straight to your dashboard
1Step-by-step instructions
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Click “Forgot password?” on the login page
It is a small blue link on the right, below the password field, opposite the “Remember me” box
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Enter the email you registered with
It must be an email address — this field does not accept a phone number, even though you can log in normally with a phone number instead of an email
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The system shows that the link has been sent
You will see a green check mark with the message “Password reset link sent” and the email address it was sent to
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Open your inbox and click the link in the email
It works most smoothly if you open it in the browser on the same device you requested it from
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Set a new password
The site takes you to the “Set a new password” page automatically. Enter the new password and confirm it once more. A strength meter updates live as you type, and the save button becomes clickable once every rule is met
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When you are done, carry on straight away
When you click the link from the email, the system treats your identity as verified, so it logs you in right away — no need to log in again
Because someone who has forgotten their password couldn't enter it anyway. What proves that you really own the account is the link in your own inbox, which nobody else can open
2Rules for the new password
The system will not let you save until every rule is met
| Rule | Example that fails |
|---|---|
| At least 8 characters long | chang12 (7 characters) |
| Must contain both letters and numbers | changpile · 12345678 |
| Must not be one character repeated throughout | aaaaaaaa |
| Must not contain commonly used words | The words password · qwerty123 · changpile |
| Must not contain the name part of your own email | Email somchai@… with the password somchai2569 |
| Must not contain your own phone number | Phone 0812345678 with the password cp0812345678 |
String together two or three words that have nothing to do with you and add some numbers, e.g. SaparnKham47 or KhonKaen2wan — long, memorable, and free of personal information
3Shortcut: log in with an OTP code
If you are in a hurry and don't want to set a new password right now, there is another way that needs no password at all
- On the login page, click the “Email + OTP” tab
It is at the very top of the form, next to the “Email/phone + password” tab
- Enter the email you registered with, then click “Send OTP”
The system sends a 6-digit code to your email
- Enter the 6-digit code and click log in
You are in straight away. You can set a new password later in the Account settings tab
This route works only for accounts that are already registered. If you enter an email that has never been registered, the system will not create a new account and will tell you that no record was found
4Changing a password you still remember
If you still remember your current password but want to change it, you don't need the forgot-password procedure
Path: Member portal → Account settings → the Change password box
Enter Current password → New password → Confirm new password, then click Change password · This route always requires the correct current password, because it confirms that the person at the device really is the account owner — we recommend setting the new password according to the rules in section 2
It means you remembered your current password wrongly. Use the forgot password procedure in section 1 instead. Don't keep guessing, because repeated wrong entries are logged by the system as a sign of unusual activity
5Fixing common problems
I got a “Confirm your email address” email instead of a 6-digit code or a password-reset link
It means this account has been registered but the email has not been confirmed yet · Until it is confirmed you cannot log in by any route — entering a password says the password is incorrect, and requesting an OTP code just sends you this email again
Fix it in this order
- Open that email and click Confirm email address first
- If the link has expired (confirmation links last 24 hours), go back to the login page, enter your email, and click Resend confirmation email in the blue box that appears
- Once confirmed, if you still can't remember your password, click Forgot password? to set a new one
The email never arrives
Work through these one at a time
- Look in your junk mail folder (Spam / Junk) and in Gmail's Promotions tab
- Check that you typed the email correctly and that it really is the same email you registered with
- Wait 2-3 minutes before requesting again. If you click repeatedly, the system will say there have been too many attempts
- If it still doesn't arrive, contact our team to check whether the email in the system matches the one you are using
It says “The password reset link has expired”
The link works only once and is valid for a limited time. The usual causes are clicking the same link again or leaving it too long
Fix: go back and click Forgot password? to request a new link, then click the most recent link in your inbox (older links no longer work), preferably in the browser on the same device you requested it from
I can't remember which email I registered with
The forgot-password field accepts email only. If you really can't remember, contact our team with your full name and the phone number you registered with, and an administrator can check which email your account is linked to
I set a new password but still can't get in — it says the account is in use on another device
This has nothing to do with your password — an account can be used on only one device at a time
Click the Log out the other device and use this one button that appears below the form (this button appears only once the password you entered is correct). The other device is logged out immediately
I set a new password, but it says the account is pending approval / not approved / suspended
Your new password already works, but you are blocked by the account status, which is a separate matter. Setting a new password again won't help no matter how many times you try — contact our team to have your account status checked
I originally signed up with the Google button — can I set a password?
Yes. Use the normal forgot-password procedure: enter the Google email you log in with, then set a new password. After that you can log in either with email + password or with the Google button as before
A cookie notice bar appears at the bottom of the screen — what should I click?
Choose whichever you like — Accept all, Reject all, or Cookie settings to choose category by category · The programs still work fully if you reject, because logging in, language, and the data the programs need to work are in the Strictly necessary category, which is always on · One choice applies to every page on that device for 12 months. You can change your mind via the Cookie settings link at the bottom of this manual or of the home page · Details are in the Privacy Policy, section 6
6Security points worth knowing
ANobody can see your password
Your password is stored encrypted in the authentication system. No table on the website stores the actual password — not even administrators can view it
BOur team never asks for your password
If anyone contacts you claiming to be our team and asks for your password or OTP code, never give it to them. We have no reason ever to ask for it
CDon't forward the link in the email
A password-reset link is like your house key — anyone holding a link that has not yet expired can set the password on your account
DDon't keep guessing your password
Repeated wrong entries are logged as a sign of unusual activity to prevent password guessing. If you can't remember, use forgot password from the start — it is faster and safer
If you have done everything and still can't get in, contact our team through the channels on the home page and include your full name, the phone number you registered with, and the message shown on the screen — this makes checking much faster · Do not send us your password