Identify the screen you are on
1
Check your account path and credentials
Open Sign in. Check whether you use Mobile number or Work email and re-enter your current password. Do not use an email just because one appears in your profile if your issued sign-in is mobile. If you still cannot sign in, continue with the recovery path for the screen you see.
2
Request a mobile-number password reset if needed
On the mobile sign-in path, select Forgot your password?. Enter your account number in Mobile number and select Send me a code. The next screen says if the number has an account, a code has been sent; that message does not confirm account existence. Check WhatsApp on that number. If you signed in with Work email instead, there is no reset link on that path: contact support.
3
Set the replacement password
On Choose a new password, enter the six-digit Code and New password of at least eight characters, then select Change my password. A code expires in five minutes; if rejected or expired, select Use a different number, re-enter your mobile number and request a new code. On success, you return to the credentials screen with a password-changed notice. Sign in with the new password; resetting does not itself sign you in.
4
Complete two-factor sign-in if prompted
If Enter your code appears after your password was accepted, check WhatsApp on the mobile saved to your account. Enter the six-digit Verification code within five minutes and select Verify and sign in. If it does not arrive or is rejected, select Send another code and enter the new code. If you have lost access to that mobile or the WhatsApp channel cannot send codes, you cannot bypass verification yourself.
5
Ask for help without signing in
Open the public Contact support form. Enter Your name, a reachable Mobile number, Firm name, Category (choose Signing in), Subject and Description; include the sign-in path, screen and error you saw. Never include your password or either code. Save the case reference on Case received; the team will call the mobile number entered, and the public page cannot display a reply.
Signed in but sent to “Set your password”
An account issued with a temporary password must choose its own before anything else works. Whatever page you open, Pragma shows This account is still on its issued password. Taking you to set your own password… and forwards you to Set your password, which also says “This account was issued with a temporary password. Choose your own before continuing — nothing else is available until you do.”1
Enter the temporary password
In Temporary password, enter the password you were issued — the same one you just signed in with.
2
Choose and confirm a new password
Enter a New password of at least 8 characters, different from the temporary one, and type it again in Confirm new password. Select Change password; it reads Changing… while it works.
3
Continue where you were going
On success the page says Password changed. Taking you in… and opens your home page. If you came here from an invite link via Set your password on Join a firm, you are taken straight back to that invitation to select Accept invitation; see Accept an invitation to a firm. Only a destination inside Pragma is followed; anything else opens your home page instead. Other devices stay signed in.
Still stuck?
Open a case from Help & support in Pragma, or book a walkthrough and the team will show you around on a call. Can’t sign in? Contact support.