# Reset your password **Visual prototype:** [Open the Reset your password visual prototype v2](reset-your-password-prototype-v2.html) (quick review mock-up for content, design, and stakeholder-intent review; not a production implementation). **Workflow:** This v2 draft follows the approved content-first, prototype-per-page workflow. The v1 pair is preserved in the adjacent `archive/` folder. ## Editorial metadata | Field | Value | | --- | --- | | Content type | Task article | | Planned route | `/help/reset-your-password` | | Parent heading | Account and login | | STDC stage | Do primary; Care secondary | | Audience | Adults who cannot remember their FeelXVideos password or need to start the account-recovery flow | | Owner | Mike, content and structure | | Reviewers | Mike, product owner, and support owner; technical owner for the live login and recovery flow | | Evidence state | Provisional draft with mixed source states; not approved customer copy | | Status | Draft v2 with matching prototype; Packet 6, AR-023, and AR-031 remain open | | Last updated | 2026-08-06 | | Review cadence | Review after login, recovery-email, account, or support-flow changes; monthly while these behaviours remain unverified | ## Draft boundary This article gives the shortest recovery path supported by the current source set: 1. Open the FeelXVideos login page. 2. Select **Forgot Password**. 3. Enter the email address linked to the account. 4. Follow the secure link and instructions in the reset email. 5. Create a new password, then log in again. If the email does not arrive, the current source says to check the spam or junk folder and contact support if it is still missing. The source set does not confirm an owner-approved delivery time, password rule, reset-link expiry rule, account-email-change flow before login, or exact success and error states. Those details remain outside the customer-facing proposal. The article is not an approved FAQ answer set, a production route, or a promise that an email will arrive. Final answer approval belongs to Packet 6. Source authority remains subject to AR-023, and production readiness remains gated by AR-031. ## Customer-facing page draft ### Breadcrumb Home > Help > Account and login > Reset your password ## Reset your password If you forgot your password, open the [FeelXVideos login page](/login/), select **Forgot Password**, and follow the instructions in the reset email. ## Before you start - Have access to the email address linked to your FeelXVideos account. - Use the login page's password-recovery link rather than sending your password to support. - If you no longer have access to the account email, use the support section below. ## Steps ### 1. Open the FeelXVideos login page Go to the [FeelXVideos login page](/login/). ### 2. Select “Forgot Password” On the login page, select **Forgot Password** to open the password-recovery flow. ### 3. Enter the email linked to your account Enter the email address associated with your FeelXVideos account, then follow the instructions shown on the recovery screen. ### 4. Open the reset email Open the reset email and follow its secure link and instructions. ### 5. Create a new password Follow the instructions to reset and create a new password. ### 6. Log in again Return to the login page and use your account email and new password to sign in again. ## Expected result After the reset is complete, you can use your new password to sign in to your FeelXVideos account. ## If the reset email does not arrive 1. Check the spam or junk folder for the email address linked to your account. 2. Confirm that you entered the email address associated with your FeelXVideos account. 3. If the message is still missing, [contact VOD support](/page/8/contact-us/) and explain that the password-reset email did not arrive. When contacting support, include only what is needed to investigate: - the email address on the account; - the approximate time you requested the reset; - the device and browser you used; and - any visible message or error. Never send your password or a full payment-card number in a support request. ## If you no longer have access to the account email If you no longer have access to the email linked to your account, [contact VOD support](/page/8/contact-us/) and explain the situation. Do not send a password, full payment-card number, or other unnecessary account information. Follow the support team's instructions about any account checks. ## Common questions ### How long does the password-reset email take? If the email has not arrived after a few minutes, check the spam or junk folder. If it is still missing, use [VOD support](/page/8/contact-us/). ### What if the reset link does not work? Contact VOD support and include the exact message shown. Do not send the link contents or your password. ### Can I change my account email before I reset my password? Changing account details is an after-login task. If you cannot access the account email, use the support route above. ### Can support tell me my password? No. Do not send or request a password by email or through a support form. Use the login and password-reset flow. ## Need more help? If the reset email is still missing or the recovery flow does not work, [contact VOD support](/page/8/contact-us/). Use the Help Hub's guided help for account recovery when it is available. If you need a person, use the support route above. ## Related help - [Help Hub](/help) - [Fix login problems](/help/login-help) - [Change your account email or details](/help/change-account-details) - [Secure your account and manage sessions](/help/account-security) ## Review-only coverage and disposition The Packet 5 register maps one FAQ row directly to B-04 and records G-09 as the broader password-reset and login-journey gap. This draft separates proposed customer language from the review required before publication. | Record or dependency | Packet 6 routing | Current boundary | | --- | --- | --- | | FXV-FAQ-024, “What should I do if I forgot my password?” | Candidate answer, complete recovery path and missing-email escalation | CSV status is **To be Approved** and the row is **High** risk. Packet 6 answer approval, AR-023 source authority, and AR-031 production evidence remain required. | | G-09, password reset is not a complete journey | Route to B-05 for broader login troubleshooting | The dedicated B-05 article remains open for product behaviour, error states, and reset-email failures. | | Login page and `Forgot Password` label | Candidate wording retained, live UI verification required | Confirm the route and exact interface state before publication. | | Reset email delivery | Candidate missing-email guidance | No delivery guarantee, sender identity, retry behavior, duplicate-request behavior, or exact service timing is stated as final. | | Reset link and new password | Candidate secure-link and create-password steps | Link expiry, password requirements, reuse rules, session invalidation, and error states are not sourced. | | Account email change | Escalation-only route | Pre-login identity verification and recovery handling require product and support-owner approval. | | VOD support route | Link to the canonical contact page | Do not hard-code email or phone details in this article until final contact QA is complete. | ## Source and review notes ### Sources used - `inbox/LISS - Master FAQ List/LISS User Intents FAQ Workflow v1.0 (Working Document) - FXV_Master_FAQs.csv`, specifically FXV-FAQ-024. - `output/work-packets/packet-05-faq-coverage-and-page-mapping/faq-coverage-and-page-mapping-register-v1.md`, B-04, G-09, and the FXV-FAQ-024 row-level risk, owner, reviewer, status, and Liss fields. - `inbox/Google Doc - FXV - Help FAQ KB Improvement project.md`, the password-reset customer scenario and the rewritten Account Creation & Login answer set. - `output/planning/audits/current-website-help-sources-and-gaps-audit-v2.md`, G-09 and the P1 password-recovery requirement. - `output/work-packets/packet-03-fact-url-terminology-policy-variables-escalation/feelxvideos-helpdesk-fact-url-terminology-policy-variable-escalation-register-v1.md`, the VOD contact source and escalation boundaries. - `output/planning/ia/helpdesk-page-blueprint-v3.md`, the flat URL, article template, contextual login-help, Liss, contact, and review-gate requirements. ### Required approval before publication - Confirm the authoritative FAQ source under AR-023. - Confirm the live login route, exact **Forgot Password** label, request form, success state, and reset-link flow with the product or technical owner. - Confirm email delivery timing, sender identity, retry handling, link expiry, password requirements, and error states before adding any detail. - Confirm the approved support procedure for a customer who no longer has access to the account email. - Confirm the final VOD contact route and Liss handoff behavior before publication. - Approve the answer set under Packet 6 and run the production-readiness checks under AR-031. ## Definition of this draft This is the revised AR-014 v2 content draft for controlled review. It is not a final customer-facing answer, a live route, an account-recovery implementation, or production authorization.