I Forgot My Password & Password Reset

What's in this article? 

• How do I reset my password? 
• FAQ

How do I reset my password?

First, note that Zero accounts are linked to the way you sign into the app (your login method). 

The only login method that supports password change is the "Continue with Email" option.

If you use the 'Sign in with Apple', 'Continue with Facebook', or 'Continue with Google' buttons to sign in, a Zero-specific password is not used, so using the password reset function will not work and is not required. That said, you may be prompted to enter your password for the third-party login method you use.

If you use the 'Continue with Email' login method and find yourself logged out and unable to recall your account password, enter your email address where prompted on the sign in screen and tap 'Continue'. Note that the 'Continue' option won't be available until a valid email address is entered.

Provided an email address associated with a current Zero account is entered, you'll see a 'Forgot Your Password?' prompt on the 'Enter your password' screen. Tapping this will trigger an automated email that is simultaneously sent to the email address entered with password reset instructions.

If you do not see the 'Forgot Your Password' option, this means the email address entered doesn't correspond to a current Zero account.

FAQ

Q: I requested a password reset but why haven't I receive a password reset email?

A: Be sure to check your spam filter, or 'All Mail' folder if you're using Gmail. If you don't receive a password reset email, or the link doesn't work, please reach out to our support team so we can get you back on track.

Q: I'm entering an email address but I do not see a password reset option. What's going on?

A: If you're seeing the option to create a new password ("Use at least 8 characters with 1 number, and 1 special character." instead of "Forgot your password?", this means the email address entered is not associated with a current Zero account.
This could be due to a typo in your email address upon sign up, or you may have used a different login method to create an account, or you may simply have used another email address upon sign up.

In either of the above cases, please contact our support team directly. You can do this in two different ways:

1. From within the app tap 'Me' ➝ tap the settings icon in the upper right corner ➝ tap 'Help Center & Support' ➝ tap the chat bubble in the lower right corner

2. By by email at [e-mail]

Note: We are only able to search our database by email address or first and last name (as appears in your Zero account), so providing this information when contacting us may help us restore access to your account faster.