# Windows App for Plus2 — Password Reset Guide

HTML version: [Windows App for Plus2 — Password Reset Guide](https://support.gladstonesoftware.cloud/access/windows-app-for-plus2-password-reset-guide)

**Applies to:** Plus2

## Problem
You are unable to access Plus2 via the Windows App or Gladstone Drive because your @gladstone-leisurecloud.net password has expired, you have forgotten your password, or you want to change your password.

## Resolution

1. **Log out of the Windows App**
   - Make sure you are fully logged out of the Windows App before starting the password reset process.

2. **Open the Windows App and select "Sign In"**
   - Launch the Windows App.
   - Click the "Sign In" button.

3. **Select your account**
   - From the list, select the relevant @gladstone-leisurecloud.net account.
   - If your username is not listed, click "Use another account" and type your full account name (e.g., example@gladstone-leisurecloud.net).

4. **Select "Forgot my password"**
   - Click on "Forgot my password" at the sign-in screen.

5. **Enter your username and verification characters**
   - Enter your full @gladstone-leisurecloud.net username.
   - Enter the characters displayed on the screen.
   - Click "Next".

6. **Confirm forgotten password and verify identity**
   - Select "I forgot my password" and click "Next".
   - Choose a recovery method (either your registered mobile number or email address).
   - Enter the security code sent to your chosen method and click "Next".
   - **Important:** If you see a "We're sorry" message at this stage, you do not have a recovery method set up. Please follow the steps in the "Setting Up a Password Recovery Method" article before trying again.

7. **Set a new password**
   - Enter a new password that meets the following complexity requirements:
     - Minimum of 8 characters.
     - Must include at least 3 of the following 4: uppercase letter, lowercase letter, number, or special character.
   - Once successful, use your new password to sign in to the Windows App.

## Notes

- **Recovery Method Required:** You must have a recovery method (email or mobile number) set up on your account to reset your password. If not, refer to the "Setting Up a Password Recovery Method" article.
- **For Remote Desktop Users:** This guide does not apply if you are using Remote Desktop. See the "Remote Desktop for Plus2 - Password Reset Guide" instead.
- **Shared PCs:** On shared computers, multiple account names may appear. Ensure you select the correct username.
- **Password Complexity:** New passwords must meet all complexity requirements listed above.
- **Troubleshooting:**
  - *"We're sorry" message:* No recovery method is set up. Follow the "Setting Up a Password Recovery Method" article.
  - *Username missing from account list:* Click "Use another account" and enter your full username.
  - *Password not accepted:* Double-check that your new password meets the complexity criteria.

**Related Articles:**
- Remote Desktop for Plus2 – Password Reset Guide
- Windows App Installation Guide
- Setting Up a Password Recovery Method
- Gladstone Drive: Accessing