If you have a Heroic account (or had an Optimize account) and you wish to reset your password, please:
Note: You can also request a password reset from within the Heroic App.
Experiencing obstacles and want to skip to troubleshooting? Click here!
After requesting a password reset, this is what will typically happen next...
You'll receive an email from noreply@heroic.us that will look like the image below.
You'll click "this link" to reset your password.
If you open the link from your phone with the Heroic App installed, you should be brought to a page that has you enter your new password.
If you open the link from your computer, you'll be brought to a simple black and white webpage that notes the email address of the account you're resetting the password + a box to enter your password.
Troubleshooting Tip: If you're unable to reset your password from your phone, please try using a computer if one is available to you.
Password Reset Obstacles + How to Overcome Them
1 - I'm Not Receiving the Password Reset Email.
If you don't receive the password reset email, one of two things is possible.
1) You don't have a Heroic Account with the email address you specified. If you aren't certain of the email you may have signed up with please try any other email addresses you may have used or otherwise reach out to the team for help.
2) Your email provider is not letting your email through or you haven't (yet!) found it.
If you don't receive the password reset email, please try searching your inbox for noreply@heroic.us
If you don't find a password reset email please try adding noreply@heroic.us to your address book, re-sending the password reset email, and checking your spam.
If you still cannot find the email (sometimes company emails block this email from coming through properly), please contact the Service Team so that we can send you a special password reset link (that's good for one hour).
2 - I Click the Password Reset Link From My Phone's Email App But It Doesn't Open to the Right Place in the App.
If you can, please instead try opening the link from a computer.
If that's not an option and you can instead try signing in with Google or Apple, please do that (this will bypass needing to reset your password).
If neither of those are an options, please try bypassing the pop-up in the app that tried to direct you to one of your phone's email clients. Sometimes this hinders the link from working well.
3 - I Have Trouble Keeping a Password, Can I Just Sign In With Google or Apple Instead?
You can! And this is actually going to be the easiest pathway for most. If you're already logged into your email address on your phone or web browser through Google and/or Apple, you'll be able to instead log into your existing account through your Apple or Google login credentials.
Note: once you switch to signing in via Google or Apple, your old password will no longer work so you'll want to continue logging in with Google or Apple.