Resetting My Password and Troubleshooting

This article will teach you how to reset your lost password or change your password.

If you have not been able to create an account, please click here.

 


 

Section 1: Common Issues (Troubleshooting)

 - Reset Password button not working

If you are unable to tap the “forgot your password?” button, please make sure you are using the most recent version of the app. If that does not help, try it on a desktop or through your web browser. This is an old issue that impacted some iOS devices (iPhone and iPad) running an outdated version of our app.

To check whether you have the most recent version of the XY Find It app on an iPhone, please open the App Store and tap on Updates in the bottom right corner. If you have the option to update XY Find It on the list of apps that need to be updated, please do so.

On an iPad, please open the App Store and search for “XY Find It” then switch “iPad Only” to “iPhone Only” in the top left corner. Tap on XY Find It and if you have the option to update, please do so.

Please make sure you have a WiFi or suitable mobile data connection when downloading any app.


 - Not getting the new password email

Please make sure you used the correct email address when you submitted your request. Sometimes it can take a few minutes for the email to arrive. Make sure to check your SPAM folder in case it got directed there. The email will be from do-not-reply@xyfindit.com.

If you no longer have access to the email address you used when you created your XY Find It account, or if you believe you may have used an invalid email address, please contact customer service.

 - New Password does not work

The “forgot your password?” button will send you an email each time “Send Reset Link” is pressed and each time it sends an email it resets the password again. The most common reason that new passwords do not work is that the most recent one is not being used.

Make sure to always use the most recently sent password. Some email systems, like GMail, will group similar emails together and put the most recent one at the bottom.

If you're still having difficulty logging in, please contact customer service and they'll be happy to help you.

 



Section 2: Resetting a Lost Password

If you lose your password, can't remember it, or made an error when you created it, XY Find It can reset your password and email you a new, temporary password.

If you wish to reset your lost password, open the XY Find It app and tap on “sign in” or “login” if necessary.

 

Android_2.0.png        iOS_2.0.png

 

Tap on “forgot your password?” under the password field and above the sign in/login button on the login screen.

 

Android_2.1.png         iOS_2.1.PNG

 

You may also do this on my.xyfindit.com from your web browser by clicking or tapping “reset password?” below the Password field.


myxy_2.1.png


You will be prompted to enter the email address registered to the
account you need to login to. Please ensure the email is correct. Then tap on “send reset link.”

IMPORTANT: On iOS (Apple) devices (right), the button labeled Send Reset Link may appear very faint, with white lettering on light gray background. It's in the center, just below your email address, as highlighted below.

 

Android_2.2.png         iOS_2.2.PNG


On my.xyfindit.com, the button will simply say Reset.

 

myxy_2.2.png


The email account you enter will then receive your new password, which will be sent from do-not-reply@xyfindit.com. It can take a few minutes to arrive. When you get it, it will show you your new password.

 

email_2.1.png

 

Please copy it, to ensure accuracy, and paste it into the login form when you start up the XY Find It app, or on my.xyfindit.com.

 

Android_2.3.png  iOS_2.3.PNG  myxy_2.3.png

 

You may then tap “sign in” or “login” and you should now be logged into your XY Find It account!

Please make sure to change your password to something you can remember. (See Section 3 below.)

If you have any questions or you need additional assistance resetting your password, please contact customer service.

 


 

Section 3: Choosing a New Password (Changing Your Password Manually)

To create a new password while you're logged in to XY Find It, please proceed to the applicable instructions below.

 

Using an iOS (Apple) device:

iOS_3.1.png  iOS_3.2.png  iOS_3.3.PNG  iOS_3.4.PNG

 

 

  • Tap on the menu icon (three horizontal lines) in the top left corner.

  • Tap on Account.

  • Tap on Edit in the top right corner.

  • Change your password and any other account information you like.

  • Tap on Done in the top right corner.

 

If you have any difficulty with these instructions or your interface appears different from the one in the images, please make sure you're updated to the lastest version of the XY Find It app for iOS.

To check whether you have the most recent version of the XY Find It app on an iPhone, please open the App Store and tap on Updates in the bottom right corner. If you have the option to update XY Find It on the list of apps that need to be updated, please do so. (Please make sure you have a WiFi or suitable mobile data connection when downloading any app.)

If you have any questions or you need additional assistance changing your password, please contact customer service.

 

Using an Android device:

Android_3.2.png  Android_3.3.png  Android_3.4.png

 

  • Tap on the menu icon (three horizontal lines) in the top left corner.

  • Tap on your name and email address, which will take you to your account information.

  • Tap on the field you wish to change, in this case your password.

  • Change this to whatever you would like and then tap on the check mark in the top right corner.

 

IMPORTANT: A temporary bug may make it impossible to change your password manually using the XY Find It app on some Android devices. We apologize for the inconvenience. Please rest assured that this is being addressed. To change your password, please proceed to the web browser instructions below.

 

If you have any difficulty with these instructions or your interface appears different from the one in the images, please make sure you're updated to the lastest version of the XY Find It app for Android.

To check whether you have the most recent version of the XY Find It app on an Android device, please open Play Store on your device and search for “XY Find It”. Tap on XY Find It when the search results appear, and if an Update button is shown, please tap on it to update the app. (Please make sure you have a WiFi or suitable mobile data connection when downloading any app.)

If you have any questions or you need additional assistance changing your password, please contact customer service.

 

Using a Web Browser:

myxy_3.1.png myxy_3.2.png myxy_3.3.png myxy_3.4.png

 

  • Visit my.xyfindit.com. Please note that it may load slowly on some mobile devices.

  • Login using the same information you would when logging in to the XY Find It app.

  • Click or tap on the menu icon (three horizontal lines) in the top left corner.

  • Click or tap on your name and email address, which will take you to your account information.

  • Click or tap on New Password. An Edit Your Password window will pop up.

  • Enter your old password or temporary password in the Old Password field.

  • Enter your chosen password in New Password and again in Confirm New Password.

  • Click or tap Save in the bottom right corner of the pop-up window.

IMPORTANT: Not all functions of the XY Find It app are available on my.xyfindit.com. Please use the app for most of your XY Findables needs.

 


 
Special thanks to Bryan V. for creating many of the images used in this article, and to Patrick P. for originating and helping write this article.

If you found this guide useful please give it a thumbs up below.

If you have any questions about the information above please feel free to leave a comment.

If none of these lessons seems to have what you need, please visit Troubleshooting or FAQ for more information.

If you have any further questions, please don't hesitate to send a support request to our customer service department.

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