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Forgot Password

This section provides detailed troubleshooting steps for resolving issues that may occur during the Forgot Password process in the LOFT App.

1. Forgot Password Link Not Working

Possible Causes​

  • Temporary app glitch or outdated version.
  • Network instability.
  • Background process conflict.

Solutions​

  1. Ensure your internet connection is active and stable (Wi-Fi or mobile data).
  2. Close and reopen the LOFT app.
  3. Check for app updates on Google Play Store or Apple App Store and update to the latest version.
  4. Restart your device and retry the password reset process.
2. Reset Email Not Received

Possible Causes​

  • Delay from the email provider.
  • Incorrect or unregistered email entered.
  • Email routed to Spam or Promotions folder.

Solutions​

  1. Wait 2–5 minutes and refresh your inbox.
  2. Check these folders:
    • Inbox
    • Spam / Junk
    • Promotions / Important
  3. Ensure you entered the same verified email used during signup.
  4. In the LOFT app, tap Resend Reset Link if available.
3. Reset Link Expired or Not Opening

Possible Causes​

  • Link expiration (time-sensitive).
  • Using an old or previously opened reset email.
  • Browser cache issue or restricted browsing mode.

Solutions​

  1. Open the latest reset email and click the most recent link.
  2. If the link is expired, return to the LOFT app and tap Resend Reset Link.
  3. Open the link in a standard browser (Chrome, Safari).
4. Unable to Set New Password

Possible Causes​

  • Password does not meet security criteria.
  • Browser or app not fully loading the reset page.

Solutions​

  1. Ensure New Password field has no extra spaces.
  2. Refresh the reset page or re-open the link if fields freeze.
  3. If the issue continues, try the reset process in a different browser or device.
5. Password Reset Completed, But Unable to Login

Possible Causes​

  • Trying to log in with the old password.
  • Account session not refreshed after reset.
  • App cache conflict.

Solutions​

  1. Use the newly set password when logging in.
  2. Close and reopen the LOFT app before attempting to log in.
  3. Clear app cache or reinstall the LOFT app if login still fails.
  4. If problems persist, verify the email is correct and repeat the reset process.

Notes​

  • Reset links are time-limited — use them promptly after receiving.
  • Always check Spam / Promotions if the reset email doesn’t appear in the Inbox.
  • Passwords are case-sensitive — double-check capitalization before logging in.