Look at the scenarios below to troubleshoot issues with the password reset process.
I’m not receiving the password reset email
1. Check your email address:
- Ensure you enter the email address you used to sign up for Showmax.
- Double-check for any typos or misspellings. Contact us if there’s a typo in your email address, and our customer care team will help you.
2. Check all inbox tabs:
- Look through all tabs in your inbox, such as "Priority" and "Others", if your email service sorts emails into multiple categories.
3. Check junk/spam folders:
- Sometimes, emails from unknown senders can be directed to your junk or spam folders. Make sure to check these folders for the reset email.
The password reset link doesn’t work
1. Pass reset links are active for 3 hours after requesting them. If your link is older than this, please request a new one.
2. Ensure you are opening the reset password link in one of the supported browsers listed below:
- Chrome 110+ (Windows/Mac)
- Firefox 110+ (Windows/Mac)
- MS Edge 110+ (Windows/Mac)
- Safari 14+ (Mac)
3. Turn off VPN. Don’t use a VPN while trying to access the password reset link.
4. Browser/device specific troubleshooting:
- Same browser: Open the reset link in an incognito or private window in the same browser and device.
- Different browser: Open the reset link in an incognito or private window in a different supported browser on the same device.
- Different device: Open the reset link in an incognito or private window in a supported browser on a different device.
- Combination of devices and browsers: Open the reset link in an incognito or private window in different supported browsers on a second device.
These steps will help you identify if the issue is related to a specific device and browser combination or configuration.
Are you still having issues?
Don’t hesitate to contact us and make sure you have this information at hand:
- Error message and/or detailed steps to replicate the issue
- Device model/make and operative system
- Browsers and version.