> ## Documentation Index
> Fetch the complete documentation index at: https://help.pragmachartered.com/llms.txt
> Use this file to discover all available pages before exploring further.

# Can't sign in?

> Reset a mobile-number password, replace an issued temporary password, handle a missing WhatsApp code, or contact support without an account session.

Before resetting anything, check that you are using the sign-in path issued for your account. You need access to WhatsApp on your account mobile to reset a mobile-number password or complete an enabled two-factor challenge. A work-email account has no email-path self-service reset link.

![Reset your password form showing Mobile number and Send me a code](https://help.pragmachartered.com/images/troubleshooting/forgot-password.png)

## Identify the screen you are on

| Screen or control | What it means and what to enter |
| - | - |
| **Sign in** | The default **Mobile number** field expects your account's 10-digit Indian mobile number. Select **Sign in with an email instead** to use **Work email** if that is how your account was issued. **Password** must have at least eight characters. A refusal says credentials were not accepted without revealing whether the mobile number belongs to an account. |
| **Reset your password** | **Mobile number** is the account number to which a WhatsApp code can be sent; **Send me a code** requests it. **Back to sign in** returns to credentials. This reset control appears on the mobile sign-in path only. |
| **Choose a new password** | **Code** takes six digits from WhatsApp. **New password** takes at least eight characters. Select **Change my password**; **Use a different number** restarts the request if you entered the wrong mobile. |
| **Enter your code** | Your password was accepted but two-factor sign-in withheld your session. **Verification code** takes six digits; select **Verify and sign in**, or **Send another code** to request a fresh one. This is not the same as a password-reset code. |
| **Set your password** | You are signed in, but your account is still on the temporary password it was issued with. **Temporary password**, **New password** and **Confirm new password** are required; nothing else in Pragma opens until you select **Change password** successfully. See below. |
| **Your account is not attached to a firm yet** | You signed in, but no firm has added you. Open the invite link your firm sent; see [Accept an invitation to a firm](https://help.pragmachartered.com/getting-started/accept-invite.md). |

**1. Check your account path and credentials**

Open [Sign in](https://app.pragmachartered.com/login). 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](https://help.pragmachartered.com/support/submit-a-case.md).

**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](https://app.pragmachartered.com/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](https://help.pragmachartered.com/getting-started/accept-invite.md). Only a destination inside Pragma is followed; anything else opens your home page instead. Other devices stay signed in.

| Message on Set your password | What to do |
| - | - |
| **The two new passwords do not match.** | Retype **Confirm new password** so it matches **New password**. |
| **Current password: does not match this account's password.** | The temporary password is wrong. Re-enter it exactly as issued. If you cannot find it, ask whoever issued your account, or use the public [Contact support](https://app.pragmachartered.com/contact-support) form. |
| **New password: Choose a password different from your current one.** | Choose a password other than the temporary one. |
| **New password: must be at least 8 characters.** | Use a longer password. |
| **You are signed out. Sign in to continue.** | Your session ended. Select **Sign in**, sign in with your temporary password and you will be brought back here. |
| **This account is still on its issued password. Set your own password to continue.** | An action was refused because the password has not been changed yet. Complete **Set your password** first. |

> [card] Still stuck?
>
> [Open a case](https://app.pragmachartered.com/support) from **Help & support** in Pragma, or [book a walkthrough](https://help.pragmachartered.com/support/book-a-walkthrough.md) and the team will show you around on a call. Can't sign in? [Contact support](https://app.pragmachartered.com/contact-support).


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