Overview

When trying to regain access to your account, you may encounter an issue where the Forgot password? link on the login page appears unresponsive, frozen, or unclickable.

This issue is typically caused by stale browser caching, conflicting browser extension scripts (such as ad blockers or script blockers), or a temporary session rendering glitched element states on the sign-in page. Follow the simple self-service troubleshooting steps below to reload the page cleanly and generate your password reset link.

Self-Service Troubleshooting Steps

Before reaching out to support, you can easily resolve most display and click-responsiveness issues by testing in an isolated browser window:

Step 1: Open an Incognito / Private Browsing Window or New browser entirely

An Incognito window disables most browser extensions and bypasses your saved cache, forcing the login page to load fresh.

1. Open your browser:

2. Go directly to the sign-in page

3. Click the Forgot password? link located below the login credentials field.

Step 2: Clear Cache & Hard Reload

If the link works in Incognito mode, your standard browser session has stale cached data or extension conflicts.

1. Return to your main browser window.

2. Perform a hard refresh on the login page

3. Clear your browser cache and temporary internet files via your browser's settings menu.

4. Retry clicking the Forgot password? link.

When to Contact Live Support

If you have tried using an Incognito tab to reload the page and the link remains unclickable, or if you encounter errors after submitting your email, direct technical assistance is required.

Connect with a Live Support Specialist if:

• The Forgot password? link remains unresponsive across multiple browsers or devices.

• You submit your email/username but do not receive the password recovery link email.