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Cannot reset account password.

Joining in


I have been try to reset my password to gain access to my account for the last few days but every time I reset my password, get the email, click the link I get the exact Same error:

‘Oops, we've ran into a problem.
Wait a minute and try again. If this doesn't work, please come back later. (Code: DEF01)’

Tried on a Pc, laptop, 2 phones, all on different browsers (safari, chrome, Firefox, IE). Same thing every time. 

I can also confirm I’m the account holder.

Thank you


Forum Team
Forum Team

Hi MB10, welcome to the community! Thank you for posting! 

Sorry to hear of your difficulties with your password reset. I would first suggest you do an anti-virus scan across all devices associated with the account. Then you can try doing the password reset again via the 'Forgotten password' process on the login page.

If the same issue persists, please return to this thread to let us know, and include a screenshot or picture of the error message you get on screen - this will help us raise an IT ticket internally for you if needed. We will then send you a PM to confirm a few details and help reset the password from our end to see if this resolves things for you. 

Let us know how you get on! All the best. 


Hello Molly

i have attempted what your suggested but nothing works. I have attempted to reset the password several more times on different days with different browsers on different devices. 

as soon as I click on the reset password on the link in the email I get the same error.


Please can this be looked into as soon as possible.


thank you

Thanks for confirming MB10,

So I can take a closer look I've popped you over a private message (purple envelope, top right hand corner)