Troubleshooting Issues with Password Changes

These are some common complications your neighbor may experience when attempting to change their password for their Ring account, as well as their resolutions or work-arounds.

 

For step-by-step instructions to assist the neighbor with changing their password, please visit How to Change Passwords by Platform.

 

Issue 1

Neighbor is attempting to change their password on Ring.com (or either the Ring app or Neighbors app when they do not know the current password) and is not receiving the password reset email.

Resolution

  • Make sure the neighbor is typing in the correct email address when prompted.
  • Make sure the neighbor is checking the mailbox for the email address associated with their Ring account.
  • Send a password reset email to the neighbor through Neighbor Dashboard. You can do so by clicking “Reset Password” in the “Account” section.
  • Ask the neighbor to search their email for the subject line of the password reset email: “Set Up Your New Password Now”.
  • Ask the neighbor to double-check spam folders or other filters that might be active on their email account.
  • When all prior steps have been completed without success, please reach out to a Lead, Supervisor, or RSA to have the email checked for bounces or suppressions.

 

Issue 2

Neighbor receives an “Invalid Token“ error message.

Resolution

  • This can occur when the neighbor is attempting to use an older password reset email where the security token has expired.
  • Tokens expire 10 minutes after the email has been sent.
  • Ask the neighbor to delete all previous Ring password reset emails, then start the process from the beginning to generate a new email and security token.

 

Issue 3

Log In page looping after clicking “Create Password” in the password reset email.

Resolution

  • Walk the neighbor through clearing cache/cookies in their browser.
  • Ask the neighbor to try using “incognito mode” in their browser.
  • If you have not already tried another platform/device, ask the neighbor if they have one available and try going through the password reset there. Remember, the Ring app is the easiest method for changing passwords if the neighbor knows their original password.

 

Issue 4

Neighbor is receiving an error message when attempting to log in to their account.

Resolution

  • Walk the neighbor through uninstalling the app, restarting their phone, then reinstalling the app.
  • Try logging into the app on WiFi only or Cell Data only.
  • Check trending to see if we have any open trends related to this.
  • Try changing the password to ring1234 or 12345678

 

Issue 5

The neighbor is not able to receive, or cannot locate, the 2SV email.

Resolution

  • Ask the neighbor to search their email for the subject line, “New Login Attempt”. This email should include the 6-digit code necessary to log in to their account.
  • Codes expire 10 minutes after the login attempt.
  • Ask the neighbor to double-check spam folders, or other filters that might be active on their email account.
  • When all prior steps have been completed without success, please reach out to a Lead, Supervisor, or RSA to have the email checked for bounces or suppressions.

 

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