Setting Up a Password Recovery Method
Applies to: Plus2
Problem
When attempting to reset your password for the Windows App, you see a "We're sorry" message or have been informed by Gladstone Support that your account does not have a recovery method set up. A recovery method (such as an individual email address or mobile number) is required before you can use self-service password reset.
Resolution
Log a Support Case
- You cannot set up a recovery method yourself for the first time; this must be done by Gladstone Support.
- Open Gladstone Support at support.gladstonesoftware.cloud, sign in with your Operator account, then open My Cases and choose New case. See Raising a support case for the full sign-in and case-raising flow.
- In your support case, include:
- The subject
- The product your query relates to
- A summary explaining that you need a recovery method set up for Self-Service Password Reset (SSPR)
Await Confirmation
- Gladstone Support will set up your recovery method and let you know when it is ready.
- After confirmation, follow the steps in the Password Reset Guide for Windows App for Plus2 to reset your password.
Notes
- If you already have access to the Windows App and want to change or add a recovery method, see the article: "Updating Your Password Recovery Method."
- Use an individual email address for your recovery method. Shared or group mailboxes are not recommended, as they may be accessible to other staff.
- If you have not received confirmation from Gladstone Support:
- Check your support case for updates in the portal.
- If it has been open longer than expected, add a reply to request an update.
- If you still see the "We're sorry" message after Gladstone Support has confirmed setup:
- Try the password reset process again from the beginning.
- If the message persists, contact Gladstone Support and reference your original case.
Related articles:
- Remote Desktop for Plus2 - Password Reset Guide
- Windows App Installation Guide
- Updating Your Password Recovery Method
- Gladstone Drive: Accessing