Troubleshooting
We've collected the most commonly-experienced problems users have here along with their solutions. If there's anything you'd like to see added here, you're welcome to edit this page yourself, or you can head to the documentation room on Gitter, where someone will be happy to help.
If you enter the incorrect password 3 times, you will be locked out of your account. To rectify this, you will need to edit the database directly (if you've forgotten your password, see below).
See our page on accessing the database for more information.
- Get into the
userscollection. - Find the document for your user.
- Change the
failedLoginCountvalue to 0.
You can change the password for your account from within the tool by clicking on your e-mail address in the top navigation. This will bring up your user page, which contains a form for changing passwords.
If you can't access the tool, you'll need to edit the document for your user in the database. For steps on doing this, have a look at our page on accessing the database.
Once you're able to successfully connect to the database, you'll need to do the following:
- Access the
userscollection. - Find the document for your user.
- Generate a new password hash.
N.B. In the interests of security, we only store hashed representations of user passwords version (see this Wikipedia article for some background reading), so to successfully change a password manually, you'll have to generate said hash yourself. Have a look at this page for steps on how to do this (once you have the generated value, this can then be added directly to your user document).
To do this, you'll need to change the user's document in the database.
See our page on accessing the database for more information.
- Access the
userscollection. - Find the document for your user.
- Update the
emailvalue with the new address.
