There are two methods for resetting your password. Members can trigger a numerical passcode, or an Aduro agent can trigger a temporary password, with either sent to the email address currently on file in our system. 

Please see the troubleshooting tips below to help resolve issues with either process. 

• Confirm you're using the email address associated with your well-being program account.

  • Note: Employees might have registered their program account using their employer-issued email address. If you need help with accessing your employer-issued email account, please contact your IT department or your HR/benefits department as appropriate.

• If you don't receive a passcode/temporary password email, check your spam folder/filter. You might also add noreply@adurolife.com to your safe senders list.
  • For help with your spam folder/filter or your safe senders list, contact support for your email provider/messaging app.
• Type in a passcode/temporary password instead of copying and pasting. This will ensure you're not copying and pasting extra spaces or characters.
• The temporary passwords are case sensitive. Type in upper or lowercase as appropriate.
• Once you have entered a temporary password, click on the eye icon located to the right. You can review what you've entered and make any edits needed.
• When creating a new password, confirm that all the requirements are checked off as being met, and that the passwords match. 
• If using the Aduro Mobile App, visit Apple's App Store or Google's Play Store and check for available updates.
• If using a web browser, make sure it is compatible and up-to-date. Aduro supports the following web browsers:
  • Google Chrome 62 or newer
  • Safari 11 or newer
  • Microsoft Edge 12 or newer
• If using a web browser, clear your history/cache/cookies before a password reset attempt.

If you need assistance with your well-being program or program account, please submit a help request. Click the chat icon (speech bubble) in the lower right corner of the page to connect with a live agent, or click the Submit a Request link at the top of the page, and we'll respond as soon as possible.

When using chat, be sure to close your browser window or tab to clear your chat once the discussion is completed. This will help protect your privacy, especially is you're on a shared computer.

When submitting a help request, please include the following information as applicable:

• Your name
• Email address associated with your well-being program account
• Your phone number and time zone (we'll need to speak to you personally for account, personal information, or protected health information issues)
• Your well-being program provider/employer
• Device you’re using and the operating system
• Web browser you’re using and the version number, OR Aduro Mobile App version number (when logged in, tap the menu icon in the upper right)
• Step-by-step description of the issue, including the names of any Activities, Paths, etc. involved
• Screenshots or video that illustrate the issue, if possible