If you have forgotten your password, you can request a new one yourself. For security reasons this works in two steps (double opt-in): first you receive an email with a confirmation link, and only after you click that link does X-Sitter send you a new password.

You use the same procedure to get your very first password, see [First login](/account/first-login.md).

![Screenshot: Page "I forgot my password" with the field "E-mail address" and the button "Request Password"](/account/images/forgot-password-request-page.png)

## Before you start
- Your email address is stored in your X-Sitter user. If you only log in with a username and no email address is stored, ask your administrator to set a new password for you.
- You can receive emails at this address (check your spam folder, too).

## Step by step
1. Open the login page and click **Forgot password?** (*Passwort vergessen?*) below the login form.
2. Enter the **E-mail address** (*E-Mail Adresse*) of your X-Sitter user.
3. Click **Request Password** (*Passwort anfordern*).
4. X-Sitter shows **Password Request sent** (*Passwort Anfrage versendet*). You can close this page.
5. Open the email from X-Sitter and click the reset link in it.
6. X-Sitter now generates a new password and sends it to you in a second email. The page confirms this with "Done! The email with your new password is on its way" (*Geschafft! Die E-Mail mit Deinem neuen Passwort ist unterwegs, schau gleich nach.*).
7. Log in with the new password, see [Log in, two-factor authentication and log out](/account/login-and-two-factor.md).
8. Right after logging in, replace the generated password with your own one in your [Profile](/account/profile.md).

![Screenshot: Confirmation page "Password Request sent" after requesting a new password](/account/images/forgot-password-request-sent.png)

!!!
The reset link can only be used once. As soon as your new password has been sent, the link becomes invalid. If you need another password, request a new link.
!!!

## Good to know / Troubleshooting

| Message | Cause | Solution |
|---|---|---|
| **Error! We do not know this email address** (*Fehler! Diese E-Mail-Adresse ist uns nicht bekannt*) | No user with this email address exists. | Check the spelling. Ask your administrator which email address is stored for you. |
| **Error! The email could not be sent** (*Fehler! Die Mail konnte nicht versendet werden*) | Sending the email failed. | Try again a little later. If it keeps failing, contact X-Sitter support. |
| **Error! We do not know this reset link** (*Fehler! Dieser Rücksetzungslink ist uns nicht bekannt.*) | The link has already been used or a newer link was requested. | Request a new password and use the link from the latest email. |
| No email arrives | The email is in the spam folder, or the address is wrong. | Check your spam folder. Ask your administrator to check the email address in your user. |