Reset a forgotten password

How-to guide Who can do this: Platform Operator, Tenant Owner, Tenant Admin, Tenant Supervisor, Tenant Accountant, Merchant Owner, Merchant Admin, Merchant Supervisor, Merchant Accountant

Ask for a reset with your username. The platform emails you a link to choose a new password, but only when your email address belongs to your account alone; otherwise it sends nothing and you call the support hotline.

Before you start#

• Anyone with a portal login can do this, in any role; you do not need to be signed in. A driver can use it only if their account has its own email address; drivers without one call the support hotline. Reset does not depend on a permission.
• You need your username: the name you sign in with, not your email address. For a driver it is usually the phone number. See User accounts.
• You need access to the email inbox on your account. The reset is sent by email only.
• Password reset is a web page. The Driver App sign-in screen has no reset option.

Steps#

1. On the sign-in page, click Forgot password?
2. The Reset your password page opens. You can switch the page language in the top corner.
3. Enter your Username exactly as you sign in with it, including capital letters, and click Send reset instructions.
4. The Reset instructions sent page opens. It looks the same whatever happened to your request, and it tells anyone who receives nothing to call the support hotline or contact support.
5. Open the email "Reset your Dibee password". It repeats your username and contains a link to choose a new password.
6. Follow the link. On Set a new password, enter the same password in New password and Confirm new password, then click Set new password.
7. The Password updated page opens. Click Sign in and sign in with the new password.

If no email arrives, see If something goes wrong below.

What happens next#

• Your old password stops working and the new one works at once.
• The reset link works only once.
• The email goes only to the address on your own account; no other account that shares that address gets a link.

Rules and limits#

• Username, not email. The platform finds your account by username only. Several accounts may carry the same email address, so an email address cannot say whose password to reset.
• Your email must be yours alone. The link is sent only when your account has a valid email address and no other active account carries the same address; capitals and stray spaces do not make two addresses different. A deleted account that carried the same email address can still block the reset.
• No email, no self-service. An account with no email address, or with a shared one, gets no reset. The platform does not send a reset by text message. These users call the support hotline.
• Inactive accounts and accounts without a password never receive a reset link. See User accounts for inactive and deleted users.
• Same answer every time. Every request ends on the same confirmation page, whether the email went out, the account could not be reached, or the username does not exist. This stops anyone from using the reset page to find out which usernames exist.
• Request limit. The reset page accepts at most 5 requests a minute for one username, and 20 a minute from one network address.
• Link lifetime. The link expires after three days.
• New password rules. The new password follows the same rules as any password on the platform; see User accounts.

If something goes wrong#

Related#

• Sign in to the portal and the Driver App
• Change a password
• User accounts