Stuck at the code step of a password reset? Don't worry — this is nearly always about which code you're using, not about your account. Here's how to get through it.
Jump to:
- I have more than one code email
- The app won't even send me a code
- I keep tapping resend
- The code worked but the new password won't save
1. Use the newest code only
Every time you request a code, the previous one stops working. If your inbox has several "Reset your Ask A Vet password" emails, check the timestamps and use the most recent one — an older code will always be rejected.
Sign-up and password-reset codes don't expire on a timer, so an old code isn't "too old" — it's simply been replaced.
2. If the code was never sent
"We could not send the reset code. Please check your email and try again." usually means there's no Ask A Vet account under that address.
- Check the address for typos.
- Try any other addresses you might have signed up with.
- Search your inboxes (including spam) for messages from Ask A Vet to work out which address you used.
3. Don't spam the resend button
Resending is blocked for 30 seconds after each send — the label counts down as "Resend OTP in N sec". Wait for it to finish and tap Resend OTP once, then check for the newest email.
Also check your spam and junk folders, and make sure all six boxes are filled — the Verify button stays greyed out until they are.
4. If the new password won't save
If the code was accepted but you see "We could not change your password right now. Please try again.":
- The password must be at least 8 characters with an uppercase letter, a lowercase letter, a number and a special character.
- The two fields must match exactly, or you'll see "Passwords must match".
- Check your internet connection and try again.
If it still doesn't work
Contact support@askavet.com with the email address you're trying to reset.
Related articles