Password Reset Email Not Received

How a reset works

1. On the sign-in page at my.africloud.com, click Forgot password?
2. Enter the email address you registered with and click Send Reset Link.
3. We email you a link with the subject [AFRICLOUD] Password Reset. Click Reset Password in the email, choose a new password of at least 8 characters, and sign in with it.

The link works once and expires one hour after it was sent. Setting a new password signs you out on your other devices within 15 minutes; sign in again there with the new password.

The email has not arrived

Wait a few minutes, then check your spam or junk folder. Search your mailbox for "Password Reset". Some providers hold mail from a new sender for a few minutes before delivering it.

Check the address. After you submit the form, the page says "If an account exists with that email, we've sent a password reset link". It says the same whether or not the address has an account, so that nobody can use the form to find out who our customers are. The email only goes to the address on your account: if you use more than one address, try the others.

Do not request many links in a row. Every request sends a new email. Requesting a link and submitting the reset page share one limit: five attempts in 15 minutes from one network. If the page says "too many attempts, please try again later", wait 15 minutes and request one link.

Account created at checkout without a password. If you ordered without choosing a password, your account does not have one yet. Use Forgot password? to set one; the steps are the same.

The link does not work

• The page says the link is invalid. The link has been used already, has expired, or was cut short when it was copied. Request a new link and use the newest email.
• The page asks for a code. Your account uses two-factor authentication, so a reset needs your second factor too. Enter the code from your authenticator app, or choose Use a recovery code instead and enter one of your recovery codes. If the code is refused, check it and try again: the link stays valid until a reset succeeds or the hour is up. See Two-Factor Authentication.

Still cannot sign in

Email support@africloud.com from the address on your account. Your email reaches our support team as a ticket. Tell us when you requested the reset and what the page said; never send us your password.