Whether you haven’t received an email from Social Media Management, you’re having issues resetting your password, or you no longer have access to your email address, this article will help to solve any common issues you have if you can’t log into Social Media Management.
Note: Not having any luck with the information in this article? Please consider reaching out to our Support Team. If you are unable to get logged in, in-app chat will not be an option. In that case, please reach out via email at [email protected] with as much information as possible.
New users
Why didn’t I receive my welcome email?
How long do I have to activate my account?
The link in your welcome email is valid for 24 hours. If 24 hours has passed already, please follow the steps below to generate a new email.
How can I get a new welcome email?
As mentioned above, the link will expire after 24 hours. Whether the link has expired, or you have not received your welcome email, there is no need to start from the beginning. At any time, you can follow the steps below to receive a new link:
Go to the login screen.
Click Forgot Password? (even if no password was ever set up).
Enter your email address followed by Request Link.
Look out for an email from [email protected].
Click the Reset Password link in the body of the email.
Even though no password was ever set up, clicking the Reset Password link in the email will allow you to set one up for the first time and get logged in. The Reset Password link will be valid for 30 minutes.
What are the password requirements?
Your password must contain the following criteria:
At least 8 characters
At least 1 number
At least 1 uppercase character
At least 1 symbol
Visit our article on Resetting or Changing Your Password for more information.
Existing users
How can I reset my password?
Visit our Resetting or Changing Your Password article for full steps. To get started, you can follow the steps below:
Go to signin.brandwatch.com.
Click Forgot Password?
Enter your email address followed by Request Link.
Look out for an email from [email protected].
Click the Reset Password link in the body of the email.
You will then receive an email containing a link to reset your password.
Why didn’t I receive my password reset email?
When you choose to reset your password, the email containing your reset link will arrive from [email protected]. If you don’t see the email, please search your inbox specifically for [email protected], including in your spam and junk folders.
If you still can’t find it, please contact your IT dept. To check that no emails were intercepted, that [email protected] is whitelisted, and that all criteria are met in our System Requirements. If everything looks OK or some changes were made, please consider requesting a new link by following the steps to reset your password again.
Alternatively, you can reach out to our Support Team for help tracking any potential issues we encountered while sending the email.
How long do I have to reset my password?
The link in your password reset email will be valid for 30 minutes. If the link has expired, please follow the steps above to reset your password again.
There are currently no limits to the number of times you can request a new password.
Can I use the same password again?
Yes. Provided a password meets the requirements mentioned above in this article, there are no limits to the number of times you can reuse that password.
What can I do if I no longer have access to my email address?
If you’re unable to receive a password reset email from us at your original email address, you will have two options available:
Ask any Social Media Management user with a user role of Admin or Team Leader to delete your original user and create a new user with your new email address.
Reach out to either your Social Media Management Customer Success Manager or the Support Team to request that your email address is updated.
I’m having issues logging in via two-factor authentication (2FA), SAML, or social login.
If you have lost a mobile device or you are having difficulties logging in via two-factor authentication, please reach out to our Support Team for help getting your 2FA reset.