Troubleshooting

Tom Taylor edited this page Nov 16, 2016 · 7 revisions
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We've collected the most commonly-experienced problems users have here along with their solutions. If there's anything you'd like to see added here, you're welcome to edit this page yourself, or you can head to the documentation room on Gitter, where someone will be happy to help.


I'm locked out of my account

If you enter the incorrect password 3 times, you will be locked out of your account. To rectify this, you will need to edit the database directly (if you've forgotten your password, see below).

See our page on accessing the database for more information.

  1. Get into the users collection.
  2. Find the document for your user.
  3. Change the failedLoginCount value to 0.

How do I change my password?

If you're able to access the tool, you can change the password for your account by clicking on your e-mail address in the top navigation. This will bring up your user profile page, which contains a form for changing passwords.

If you can't access the tool, you'll need to modify the database directly (Warning: requires the command line):

  1. Connect to the database (see our page on accessing the database for steps on doing this).
  2. Access the users collection.
  3. Find the document for your user.
  4. Generate a new password hash (for steps on how to do this, have a look at this page).
    N.B. in the interests of security, we only store hashed representations of user passwords (see this Wikipedia article for some background reading).
  5. Add the generated value to your user document.

How do I change my e-mail address?

To do this, you'll need to change the user's document in the database.

See our page on accessing the database for more information.

  1. Access the users collection.
  2. Find the document for your user.
  3. Update the email value with the new address.