Windows App for Plus2 - Password Reset Guide

This article should only be used if you are using Windows App (The icon appears in the following way)

If you are using Remote Desktop please follow https://kb.gladstonesoftware.com/knowledge/gladstone-cloud-self-service-password-reset-sspr-expired-and-forgot-password (The icon appears in the following way)

Resetting Your Password

1. Launch the Windows App and click Sign In.
2. Sign in with your @gladstone-leisurecloud.net account and click Next.
   • If you see multiple accounts listed (e.g. on shared PCs), ensure you select the correct username. 
   • If your username is not shown, click Use another account at the bottom.
3. Click Forgot my password.
4. Enter your username and the characters displayed.
5. Select I forgot my password.
6. You’ll be asked to use the recovery method you set up (either your registered mobile number or email address). Click the available option.
   • Note: If you see a “We’re sorry” message, it means no recovery method is set up. Follow the Recovery Method Setup section below.
7. Enter the security code sent to your recovery method and click Next.
8. Enter a new password. If successful, you can now log in with your updated password.

Recovery Method Setup

If you see the “We’re sorry” message, it means you don’t have a recovery method configured.

1. Log a support case via the portal - https://gladstonemrm.my.site.com/customers/login
2. Request that a recovery method be set up. The recommended option is an individual email address (avoid shared mailboxes).
3. The information below is required to speed up the resolution process:
   • Subject
   • Product the query relates to
   • Summary of the issue
     
4. Once Gladstone confirms your recovery method has been set up, repeat the password reset process above.

Adjust Recovery Method Setup

You can add or update your recovery method if you already have access via Windows App:

1. Log in to the Windows App.
2. In the top-right corner, click your initials in the circle and select View account.
3. Enter your username and password.
   • If your username isn’t displayed, click Use another account.
   • Note: On shared PCs, you may see multiple account options. Ensure you select the correct username.
4. Under Security info, click Update info.
5. Adjust your recovery method by adding a new option or changing an existing one.

For installation advice on installing Windows App please follow https://kb.gladstonesoftware.com/knowledge/windows-app