Your account is locked
This could be because:
- you’ve put the wrong login details in five times
- your access to the account has been removed.
If you’ve since found the correct login details, wait at least 15 minutes for the lock to be removed, then try logging in again. Tick the box next to I’m not a robot and answer any questions you get, such as choosing pictures from a set of 9.
If the details you’ve put in are correct, we’ll send a 6-digit security code to the mobile number you’ve given us. Put the code in and choose Login.
If you don’t know your login details, follow the steps below to reset your password or get a reminder of your username.
You’ve forgotten your username
On the now:u login page, choose Forgot username.
Put in your first name, last name and email address. Choose Submit.
We’ll email you a reminder of your username.
If you don’t get the email, please ask for help using webchat.
You’ve forgotten your password
On the now:u login page, choose Forgot password.
Put in your username and tick the box next to I’m not a robot. Choose Continue.
We’ll email you a link to reset your password. Follow the link and put in a new password. Your password must be at least 8 characters long and contain at least one:
- uppercase letter (A-Z)
- lowercase letter (a-z)
- number (0-9), and
- special character (^ $ * . [ ] { } ( ) ? – ” ! @ # % & / \ , > < ‘ : ; | _ ~ ` + =).
Here are a couple of example passwords: BIGjelly22Fi$h,!Lov3MyPiano. Don’t use these exact ones – come up with your own.
Confirm your new password by putting it in again. Use the eye icon to make your password visible if you want to be sure you’re putting it in correctly.
We’ll send a security code to the mobile number you’ve given us. Put in the security code and choose Submit.
We’ll email you to confirm you’ve successfully reset your password.
