Reset your password

Get a reset link from the login screen or from Account, choose a new password, and know what a reset does to your trusted devices.

Updated September 2, 2026

You reset your password by email. Hailo sends a link, the link opens a page where you type a new password, and the change takes effect on your next login. There is no "old password" field anywhere: whether you forgot it or want a new one, the same link does the job.

Note

A password reset forgets every trusted device, everywhere you have signed in. That is on purpose: a reset often means "I think someone else has my password", and a device trusted earlier would otherwise skip two-factor for up to 30 days. After a reset, every Mac asks for the two-factor code again at its next login.

From the login screen

  1. On the login screen, press Forgot? next to the Password field.
  2. On Forgot your password?, type the address under Email address and press Send reset link. (Remembered it? Log in takes you back.)
  3. The page changes to Check your email: "If an account with that email exists, a reset link is on its way. Open the email and click the link to set a new password. The link expires in 1 hour."
  4. Open the email and follow the link. A browser window opens on Choose a new password.
  5. Type a password of at least 10 characters into New password (press Show to see it) and press Update password.
  6. You land on the login screen with "Password updated. Sign in with your new password."

The Check your email page reads the same whether or not the address has an account, so it cannot be used to check who is a Hailo member. Requests are limited to five a minute.

From Account, while signed in

  1. Open Settings > Account and find Password under Signing in: "We'll email you a link that opens a page where you set a new one."
  2. Press Send reset link.
  3. You see "Password reset link sent to {your email}. It expires in 1 hour."
  4. Open the email and follow the link, then set the new password as above.

Requests from this button are limited to three a minute.

Password rules

  • At least 10 characters. The page says so under the title: "At least 10 characters. Pick something you'll remember."
  • The reset link expires in 1 hour and works once.

After a reset

  • Every trusted device is forgotten. Each Mac asks for the two-factor code at its next login (if two-factor is on).
  • On a Mac where you use Touch ID, the remembered login is also dropped. Log in with the new password once and leave Keep me logged in ticked to set Touch ID up again. See Touch ID.
  • Recovery codes are unchanged.

If it didn't work

Message What to do
"Enter the email address on your account." The field on Forgot your password? was empty.
"Reset link is missing or expired. Start over from /forgot." or "This reset link is missing or expired. Request a new one." The link is older than an hour or was already used. Press Request a new one and start again.
"Use a password at least 10 characters long." The new password is too short.
"Couldn't update password. The reset link may have expired. Try /forgot again." The link stopped working between opening it and pressing Update password. Request a new link.
"Auth isn't configured on this deploy. Contact support." Hailo cannot reset passwords on this installation. Contact support.
"Couldn't send the reset link. Try again in a minute." (Account page) The email did not go out. Wait a minute and press Send reset link again.
"Password changes need a signed-in cloud session." (Account page) This Mac is running without a link to your cloud account. Use Forgot? on the login screen instead.
No email arrives Check spam and any filters. The link comes from Hailo's sign-in system, not from your own mailbox. If it still does not arrive, check that you typed the address on your account.
  • Trusted devicesSkip the two-factor code for 30 days on a Mac you trust, how the Mac app keeps that across relaunches, and what revokes it.
  • Turn on two-factor authenticationAdd a six-digit email code to every login, handle the login challenge, and turn two-factor off when you need to.
  • Recovery codesWhere your eight recovery codes come from, how to use one when you cannot get the email code, and how to make a new set.
  • Log out, and sign out everywhereWhat Log out does on the Mac app, and how to revoke every remembered device at once.
  • Change the email on your accountMove your Hailo login to a new address. Both the old and the new inbox have to approve the change.
  • Your accountChange your profile picture, password, sign-in email and two-factor, manage this Mac, pick a theme and reach your data.
Still stuck? Send a note from the contact page and a real person at Hailo answers. Include the studio name you signed up with and, if it is about a specific screen, what you clicked.
Contact support