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Forgot Password: Recover Your Account

Access Level

Public (before authentication)

Overview

Password recovery is a three-step process that sends a reset link to your registered email after you confirm your identity with your secret question.

Forgot Password Page

How to Access: On the sign in page, click Forgot my password

Step 1: Identify Account

  1. Enter your username or email address.
  2. Click Next.

Validation:

  • Username/email must exist in MOS.
  • If multiple accounts share an email, you may be asked to use your username.

Errors and fixes:

  • "Account not found": Check for typos; try your other email; contact your association.
  • "Too many attempts": Wait a few minutes and try again.

Step 2: Secret Question

  1. Your saved secret question is displayed.
  2. Enter the secret answer (case-sensitive).
  3. Click Submit.

Tips:

  • Answers are case-sensitive; match your original capitalisation.
  • Remove extra spaces; avoid copy-paste quirks.

Errors and fixes:

  • "Incorrect answer": Try your alternate phrasing; consider case/capitalisation.
  • "No secret question set": Contact your association to reset security settings.

Step 3: Reset Email

  • A password reset email is sent to your registered email address.
  • The email contains a time-limited link to create a new password.

If the email doesn’t arrive:

  • Check Spam/Junk.
  • Search for the subject like "Reset your Match Official System password".
  • Ask your IT to allowlist the sender domain.

After Reset

  1. Click the link in the email.
  2. Enter a new password and confirm it.
  3. Submit to complete the reset.

Password rules:

  • Minimum 7 characters.
  • Mix of uppercase, lowercase, and numbers.
  • Symbols recommended.
  • Avoid common words and reuse from other sites.

Troubleshooting

  • No email received: Verify the correct email is on your account via an admin; re-run the flow; check Spam/Junk.
  • Link expired: Re-run the Forgot Password flow to receive a fresh link.
  • Locked out: Too many attempts may temporarily lock recovery; wait and retry.
  • No access to email: Contact your association to update your email.

Tips

  • ✅ Set a memorable secret answer and store it securely.
  • ✅ Use a password manager to generate and store strong passwords.
  • ✅ Change your password regularly and avoid reuse.