How do I recover my password?

It is super-frustrating to forget a password. Especially to your email account: Suddenly you are cut off from all your important emails, and often your contacts, calendar and cloud as well. Today we’ll share everything you need to know about the password recovery process so you can get back into your account as quickly as possible.
First, don’t panic. If you misplace or forget your password, will be happy to reset it for you in a process is known as “password recovery.”
Laptop screen displaying unlock symbol
If you forget your password, your saved contact information can help

What does password recovery mean?

“Password recovery” actually means that your old password is invalidated and you are given a chance to set a new one. For this reason, it is sometimes also called “password reset.”

How do I recover my password?

Start the usual login process by clicking the log-in button on the top left of your screen. Click Forgot password? to initiate the reset process.
Screenshot of log-in window
Click “Forgot password?” to launch the password recovery process

If you enter an incorrect password, the following Please try again window will open. You also have the option of clicking Recover password here.
Screenshot of password recovery options
If you enter an incorrect password, this option can help you regain access to your mailbox.

When you start the password recovery process, a new window will open. Enter your email address and complete the Captcha verification, then click Continue. What happens next will depend on what password recovery options you have saved. Only available options will be shown.

1. Recovery by email

If you have saved a contact email address (My Account  > Security Options),  you can choose to recover your password Via contact email address. Clicking Send will cause an email to immediately be sent to your saved contact email. Once you receive the email, simply click the link in the message and follow the instructions to reset your password.

2. Recovery by text

Another option that is available if you have saved a contact cell number is to recover your password Via text message. Click Send and will automatically send a text message to this contact number containing a recovery code that allows you to reset your password.

3. Show passwords saved in browser

If you normally save your passwords in your internet browser, there are two things you can try to see if your password can be found there:

  1. If you can’t remember your password at all, you can check to see if you saved it in your browser – it is always possible to view your saved passwords by going to your browser settings.
  2. If you recently changed your password, you might be having a problem logging in because you did not update the saved password in your browser as well. Try updating the saved password before you start the password recovery process.

If you are not sure how to view your saved passwords, you can click the link to our Help Center page for instructions for different browser types.

4. None of the above

If you have not saved contact information in your account settings or that information is no longer up to date, we will not be able to reset your password immediately. However, our customer service may be able to assist you. Please click None of the above and follow the instructions there.

Good to know: Password recovery using security question

In the past, we offered the option of recovering your password by answering a pre-saved security question. At the end of 2023, however, we phased out the use of these questions for password recovery due to security concerns. For more information, see our explainer: Are security questions secure? Not really – here’s why 

Is your password recovery information up to date?

To avoid being locked out of your email account if you forget your password, log in to your account today and check the information you have saved under My Account > Security Options. Make sure that you have entered at least one valid and up-to-date option that will allow you to reset your password quickly. Otherwise you may experience unnecessary delays or obstacles in regaining access to your account.

To be on the safe side, we strongly recommend that you enter information for BOTH recovery options. Next, go to My Account > Personal Data and make sure that you have saved your correct date of birth and address. This data can be used if we need to verify your identity (Rest assured that we will never use any of this information for other purposes or share it with third parties. For more information, please see: Account registration: What can happen if I enter false information?)

Pro tip: How to create a strong password

When you reset your password, protect your account by creating a unique, strong password. A secure password should contain a mix of upper- and lowercase letters, numbers and symbols, and be at least 12 characters long. Number and letter sequences like qwerty or 12345678 are not safe at all, nor are passwords that contain your name, the names of family members, or your date of birth. So what to do?

One trick is to create a mnemonic out of a sentence you can remember, e.g. “My kids Daniel and Sarah are 8 and 11 years old” becomes “MkD&Sa8&11yo”. Our mail security expert suggests a method that’s even easier to remember: A series of four non-related words connected by hyphens, like “Sofa-coffee-fence-messages”. Such passwords can even be used for multiple accounts by substituting the last word for one related to the service, like “-books” for your login to an online bookshop. You can also consider using a password manager, which will create unique, strong passwords for each of your logins.
We hope this information helps you recover your password. We look forward to your feedback below!
This article originally appeared on May 7, 2021, and was updated on January 18, 2024.
Images: 1&1/Shutterstock

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