Cannot sign in or reset your password

First identify which sign-in has failed. Your Nightscout Pro account, Nightscout site, and manufacturer cloud account have separate credentials.

Pro account access

Open my.nightscoutpro.com. If you have not already tried a reset, use password reset with the account email. Follow the newest valid reset message and try the new password at the Pro portal.

If the reset email did not arrive, the link failed, or the new password still does not work, contact [email protected]. Say what happened and when. You do not need to repeat the same reset, spam-folder, browser or autofill checks after reporting that they failed. Support should investigate the existing failure and keep your recovery case open until access is confirmed.

No access to the registered email

Try the email provider’s own recovery process. Tell Pro support if that mailbox is unavailable. An email address, site URL, invoice reference or knowledge of account details can help locate an account; none alone proves ownership. Support must verify ownership through an independent trusted channel before changing the email address or directing recovery somewhere else.

Do not send your password, API Secret, full card details, security codes or one-time login/reset codes. Support should not ask for sensitive identity documents as a routine first step.

What to include once

Include the account email you believe is registered, site URL if known, the failing screen, approximate time and exact error. Mention previous attempts and the existing ticket reference. Support should reuse screenshots and details already supplied, explain the next investigation, and avoid repeated acknowledgements without a new result.

Other credentials

If the Pro portal works but the Nightscout site asks for a credential, check the API Secret in Site Settings or the appropriate access token. If Dexcom, CareLink or another source login fails, use that source’s guide; a Pro password reset will not change its password.