Purpose: This article helps you troubleshoot issues with forgetting your password or being unable to log in to the Onvive Study App.
Estimated Completion Time: 5-10 minutes
Requirements:
- The Onvive Study App installed on your smartphone.
- Access to the email address you used for your Onvive Study App account.
- A stable internet connection (Wi-Fi or cellular data).
Steps to Reset Your Password:
- Check your internet connection: Ensure your device is connected to a strong Wi-Fi network or has a stable cellular signal.
- On the Onvive Study App's main login screen, tap
Log in. Then, in the "Welcome back!" screen, tap
Forgot password. - Enter the email address you used to register for the app.
- Tap SEND RESET LINK.
- Check your email inbox (and spam/junk folders) for a password recovery email from noreply@clicktherapeutics.com.
- In the email, click the "RESET PASSWORD" link.
- Note: For security purposes, this link expires within 2 hours of receipt.
- Enter and confirm your new password. Your new password must be a minimum of eight characters and contain at least one uppercase letter, one lowercase letter, and one number.
- Tap SET PASSWORD or SAVE PASSWORD to confirm.
- Navigate back to the Onvive Study App and try logging in with your new password.
If your account is locked: The app will temporarily lock your account after 5 failed login attempts within 5 minutes. You can still initiate and complete the password reset workflow while your account is locked.
Need more help? If you still cannot log in after following these steps, or if you did not receive the password reset email, please contact technical support using the information found in the app's Profile section.