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I’m having problems with my password

Remember, your password needs to include:

• Eight or more characters
• At least one letter
• At least one number or symbol

When you’re picking a password, we will alert you if it’s been part of a data breach on the internet – in other words, if it’s on a list that hackers can access. Choosing a different password will help to keep your account secure. Your password stays hidden, so no one sees it during this process.

Can’t remember your password?

You’ll need to reset it. Here's how to do that:

1. Go to the  page.
2. When requested, enter the email you used to register with the ³ÉÈË¿ìÊÖ. (If you registered with a fake email, you won’t be able to change your password, so you’ll need to register for a new account.)
3. We’ll then send you an email with a link to reset your password. You might need to check your junk or spam folder (if it doesn’t come through, follow the steps above again).
4. When you receive that email, click the link and you’ll be taken to a page where you can create a new password.

Be sure to remember your new password for next time, but don't write it down anywhere in case someone finds it.

Under 13?

Sorry, but you can’t reset your password if you’ve forgotten it. Instead you’ll need to .

I’m having problems with my email

Here are a few things to check:

1. Check it’s formatted correctly, without any spaces or typos.
2. Is the email address the one you registered for a ³ÉÈË¿ìÊÖ account? If not, you can .
3. Did you register when you were under 13 years old? If so, you will have registered with a username, not an email address. Try signing in with your username.

If you haven’t used your account in the last year, we may have classed it as dormant or deleted it in line with our privacy policy. Please check your inbox to see if we've sent you any emails about this recently.

Having trouble verifying your email?

You can get help verifying your email here.

I’m having problems with my username

Usernames are used instead of email addresses in accounts for under 13s.

Here are a few things to check:

1. Check it’s formatted correctly, without any spaces or typos.
2. Try entering your email address instead. Anyone aged 13 or over must sign in with their email address, not a username. If that works, remember to use your email address whenever you sign in from now on.
3. Are you sure you’re entering the username you used to register with the ³ÉÈË¿ìÊÖ? If not, you can .