If you’re having trouble logging into your account, you can use the Aura App to reset your account password.
How to update your password:
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Open the Aura App and select "Already Have an Account" (do not click SIGN UP):
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Select "Sign In" and click "Forgot Password" under where is says "Password"
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Enter your email address carefully before tapping "Reset" once
Note: Please avoid tapping the reset button multiple times otherwise you will see 'invalid tokens' when trying to reset you password -
Check your inbox for an email from Aura titled "Reset password instructions" which will contain a link to reset your password (Please note that receiving the email can take up to 2 minutes). Please check your spam and junk folder if you don't receive the reset email within 15 minutes.
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Tap on the "Reset Password" link in the email to create a new password. Your password won’t change until you open the link in the email and change it.
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After you have clicked on the "Reset Password" link, you will be directed to this page which allows you to input a new password:
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Once your password has been changed successfully, please log into your Aura Account using your email address and new password.
What to do if you are running into problems:
If you have followed the reset process but for some reason are unable to change your password (= e.g. directed to a blank screen) you should try the following:
- If you submitted multiple password reset requests, please make sure you click on the most recent password reset email that you had received
- Check if a pop-up blocker may be stopping the email link from redirecting you to step 6
- Consider using a different device (e.g. your computer) to click on the email link
- Use your computer to visit the AURA WEB PORTAL to submit a new password reset
If the information in this article hasn't helped you resolve your problem, please submit a detailed support request and Aura's Customer Care Team will help.