If you cannot remember your password, you do not need to call anyone or wait for help. You can reset it yourself, and it takes about a minute.
Nothing in your account is lost while you are locked out. Your ThriveScore, your Room Checks, your medicines, your photos, and your family messages are all exactly where you left them.
Step by step
Go to the sign-in page.
Tap Forgot your password? just below the sign-in button.
Enter the email address you use for SeniorThrive.
Tap send. We will email you a link.
Open the email and tap the link. It takes you to a page where you choose a new password.
Enter your new password, and sign in.
That is the whole thing. If it worked, you can stop reading here.
If the email does not arrive
Give it two or three minutes first. Email is not always instant. If it still has not come, work through these in order and stop as soon as one of them works.
Check your spam or junk folder. Reset emails land there more often than anywhere else.
Search your mail for SeniorThrive rather than scrolling through it. The email is easy to miss in a full inbox.
Check the address you typed, letter for letter. This is the one that catches most people, and it is worth understanding why. If you enter an email address we do not have on file, no email is sent at all. Nothing arrives, and nothing tells you why. So a single typo, or an old address you no longer use, looks exactly the same as the system being broken.
If you are not certain which address your account uses, try the other ones you have. There is no penalty for asking more than once.
If the link has expired
The reset link is good for a limited time. If some time passed before you opened it, it may no longer work.
Just request a new one from the sign-in page. One important detail: always use the newest email. If you have requested a reset more than once, older links stop working, and opening an earlier email is the most common reason a second attempt fails too.
It also helps to open the link in the same browser you plan to sign in with.
If you are still stuck
Write to [email protected] and tell us what is happening. You can write from any email address, including one that is not on your account, which matters if the address on file is the thing that is wrong.
Tell us the email address you think your account uses and what you have already tried. A person will answer.
One safety note
SeniorThrive will never ask you for your password. Not by email, not by phone, not in chat. Anyone who does is not us. If you receive a reset email you did not request, you can ignore it, and your password stays as it was.