# Setting Up a Password Recovery Method

HTML version: [Setting Up a Password Recovery Method](https://support.gladstonesoftware.cloud/access/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

1. **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](https://support.gladstonesoftware.cloud), sign in with your Operator account, then open **My Cases** and choose **New case**. See [Raising a support case](../guides/raising-a-support-case.md) 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)

2. **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