If you lose access
What to do if you forget your portal password, lose your authenticator app, or a case disappears, and why nobody can reset your password.
On this page
Why nobody can reset your password
Your password is what protects the keys that open the material your investigator shares with you. So there’s no “forgot password” link: nobody, including your investigator and PIToolkit, can reset it or recover the material shared with your account without it.
That’s the same design that keeps your case private. It’s why we ask you to save your password somewhere safe, such as a password manager, when you create your account.
If you’ve forgotten your password
- Try any saved passwords in your browser or password manager.
- If you can’t find it, contact the investigator who invited you. They can invite you again to a different email address, which gives you a new portal account, and then share your reports and files with that account.
A few things to know:
- Your old account and anything shared only with it stay locked.
- Your earlier message history doesn’t carry over to the new account.
- If you work with more than one investigator, each one will need to invite and share with your new account.
If you’ve lost your authenticator app
Sign in with one of your backup codes instead of an app code. Each code works once.
If you’ve lost both your authenticator app and all your backup codes, you’ve lost access to this account. Follow the steps above with your investigator.
If a case has disappeared
That usually isn’t a sign-in problem. Your access to a closed case ends on the date your investigator set, and you’re emailed that date when the case closes. Your investigator can also end access. Ask them if you need more time or need something shared again.