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forgot password


I forgot the password from the user that I use to login "programadores@tvcultura.com.br", but when I use the link forgot password, I'm not receiving the link to reset password
what can I do now?

6 Community Answers

Alex

JW Player Support Agent  
0 rated :

Hi there,

I am not seeing an account associated with that email address. Is there another email address that your account may be registered to?

Thank you.

jefferson

User  
0 rated :

hi there,

maybe it's "eu@eric.com.br" or ''ericmantoani@tvcultura.com.br" because I tried if them and get the same result

thanks

Alex

JW Player Support Agent  
0 rated :

Hi there,

I’m finding two separate accounts for those email addresses – a free account registered to eu@eric.com.br and a Premium account registered to ericmantoani@tvcultura.com.br.

Do you know which one would be the account you would want to log in to? If you have a player embedded on a page, you can give me the URL and I should be able to tell which account it is from on the page.

Thank you.

jefferson

User  
0 rated :

It's the Premium account at ericmantoani@tvcultura.com.br, but he doesn't work here anymore, Is there a way to change this account to programadores@tvcultura.com.br?

e...

User  
0 rated :

Hi Alex, it's resolved, It's worked now, thank you

Alex

JW Player Support Agent  
0 rated :

Do you have any way to access that email account through whomever handles your email accounts? The easiest thing for you to do is to reset the password through that email address and then add the new email address as an admin on the account. You would then be able to log in with the new email address and remove the old one.

If you do not have access to that email account, please let me know and I would have to escalate this to our dashboard team to see if they can change your email address.

Thanks!

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