Forgot my password: how to recover access to your account

On the login screen, click "Forgot your password?", enter the account e-mail and follow the link that arrives by e-mail to create a new password. The link is valid for 60 minutes. See also what to do when the e-mail does not arrive, when access was blocked by wrong attempts and when the two-factor code does not come.

Esqueci minha senha: como recuperar o acesso à conta

Lost the password? No need to open a ticket: the login screen resets the password by e-mail, on its own, in two minutes. You only need access to the e-mail the account was created with.

Where it is: login screen (app.ciclano.io) › Forgot your password?.

Login screen with the E-mail and Password fields, the Forgot your password link, the Keep me signed in option, the Sign In button and the language selector
(1) E-mail; (2) Password; (3) Forgot your password?; (4) Keep me signed in; (5) Sign In; (6) screen language.

The numbers in parentheses refer to the image.

1. Request the reset link

Reset Password screen with the E-mail field, the Send Password Reset Link button and the Back to login link
(1) account e-mail; (2) Send Password Reset Link; (3) Back to login.
  1. On the login screen, click Forgot your password? (3 in the first image).
  2. Type the account e-mail (1) — the same one you use to enter the panel — and click Send Password Reset Link (2).
  3. The screen confirms the sending. For security it confirms even if the e-mail does not exist at Ciclano: if nothing arrives, see the list of problems below.

2. Create the new password

  1. Open the "Password reset" e-mail and click the button. The link is valid for 60 minutes and works only once; past that, request another.
  2. On the Reset Password screen, check the e-mail, type the new password and the confirmation. Rules: at least 8 characters, with uppercase, lowercase, number and symbol.
  3. Click Reset Password. You go back to the login screen: enter with the e-mail (1), the new password (2) and Sign In (5).

If the account has two-factor authentication, the verification screen shows after the password: the Google Authenticator code, or a code sent to WhatsApp or e-mail, according to what you enabled. Without the app, use one of the recovery codes saved when you enabled it.

What to do if…

  • The e-mail does not arrive. (a) Check the spam folder and the Promotions tab. (b) Wait a few minutes; delivery is not instant with every provider. (c) Check the e-mail you typed: it must be the account's login e-mail, not an additional e-mail registered in the profile nor a subaccount's. (d) If you are someone's subaccount (announcer, partner), the login is your own e-mail, not the owner's. If none of this helps, ask through the chat or the site's contact form, giving the radio's name.
  • "This password reset link is invalid". 60 minutes have passed or the link was already used. Request another in Forgot your password?.
  • "Your access has been blocked" after several wrong passwords. Login stays locked for 24 hours. Resetting the password by e-mail does not unlock it; wait or ask support to release it.
  • I do not receive the two-factor code. By WhatsApp: check the signal and the verified number in the profile. By e-mail: spam. By app: the phone's clock must be right. Lost the phone: use a recovery code; without the codes, open a ticket from the account e-mail so support can turn the second factor off.
  • I forgot which e-mail I used. Search your inbox for messages from Ciclano (invoices, notices): the recipient is the account e-mail.
  • I changed e-mail and no longer have access to the old one. Only support changes the login e-mail, after confirming it is you (the account's document). Open a ticket or talk through the chat.

So it does not happen again

  • Check Keep me signed in (4) on your personal computer, and use a password manager.
  • Keep the verified mobile in the profile: it serves as a second factor and as support's contact channel.
  • If someone else also accesses, give them a subaccount instead of your password (see how).

See also