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Activation and Passwords

Solutions to the most common issues related to receiving access emails, password recovery, and the status of your account.

I am not receiving the activation or recovery email​

If you requested a link to activate your account or reset your password and it hasn't arrived, follow these steps:

  1. Check your Spam inbox or Junk mail folder.
  2. Verify the spelling of your email address; make sure there are no typos.
  3. Generate a new link from the "Forgot my password" option.
Security Note

Access links have a very short expiration time for security reasons. If yours expired before you could use it, simply request a new one.

When should I contact technical support?​

Contact our team if you experience any of the following situations:

  • You have already checked your Spam folder, the email is spelled correctly, you have waited at least 15 minutes, and the message still hasn't arrived.
  • Upon clicking the "Send" button, the screen freezes or shows an error code.
  • You are using a corporate or institutional email (it is very common for firewalls in hospitals, companies, or universities to block the automatic reception of these messages).

If your case is one of the above, send us a message at [email protected] detailing your situation. If possible, include a screenshot of the error so we can help you much faster.