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:
Open the Aura App and select "Already Have an Account" (do not SIGN UP)
Select "Sign In" and click "Forgot Password" under where is says "Password"
Enter your email address carefully before tapping "Reset"
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 folder if you don't receive the email within 15 minutes.
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.
After you have clicked on the "Reset Password" link, you will get directed to this page which allows you to input a new password:
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 you continue to run into difficulties when trying to reset your password, please submit a detailed help request (description of steps and experienced issue) so that our Customer Care team can assist you swiftly.