I'm not receiving an email or code to reset my password
You request a new password via Forgot password, but no email or code arrives. Below are the causes we see most often, with what you can do yourself for each one.
1. The email address isn't your login address
If you enter an email address, it must be exactly the address you use to log in to My WebOké. A mailbox on your own domain (such as info@yourdomain.com) or the address where you receive invoices is often a different address.
- Try the address where you received earlier emails from WebOké.
- Or enter your domain name (see point 3).
2. You're entering the username of your hosting package
A username such as w1234567 belongs to your hosting package (DirectAdmin), not to My WebOké. You can't use it to request a password.
3. You're entering your domain name
You can also enter a domain name that is registered with us or hosted on a package. The reset link or code is then sent to the owner of the account, at the email address or phone number we have on file.
4. The code arrives via WhatsApp or SMS
If the owner has a verified mobile number, we don't send an email but a code by WhatsApp, SMS or voice message.
- Enter the code on the same page.
- Nothing after a minute? Click No code received? Send it by email.
The code and the reset link are valid for 2 hours.
5. You're not the owner of the account
Do you work for or with the owner, for example as a web designer or colleague? Then you get your own login. Ask the owner to invite you:
- The owner logs in and goes to My Administration > Users.
- They click Invite a new user and enter your email address.
- You accept the invitation and from then on log in with your own email address and password.
If your access was revoked earlier, the owner needs to invite you again. Read more in Inviting users and granting permissions.
6. The email is in your spam folder or you've tried too often
- Check your Spam or Junk folder.
- After three requests within fifteen minutes, we temporarily stop sending. Wait fifteen minutes and then try again once.
- Always use the most recent email: a new request invalidates the link in the previous email.
Still can't get in?
Are you the owner and no longer have access to the email address or phone number of your account? Then read I can no longer log in: lost email address or phone. It explains what proof we need to restore your account.
Step by step with screenshots: Setting, changing or resetting your password in the WebOké manual.