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.

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

1. The Aduro web platform is compatible with the following browsers. Make sure your browser is up-to-date:
   • Google Chrome (version 62 or newer)
   • Safari (version 11 or newer)
   • Microsoft Edge (version 12 or newer)
2. Clear your browser history, including cache and cookies, before any password reset attempt. Click below for details:
   • Google Chrome - Clear cache and cookies
   • Safari - Clear the history and cookies
   • Microsoft Edge - View and delete browser history

General troubleshooting

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

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

2. If you don't receive a passcode/temporary password email, check your junk/spam folders. Add noreply@adurolife.com to your safe senders list to help ensure you receive the email.
3. Type in a temporary passcode/password instead of copying and pasting, as copying can insert extra spaces.
4. Temporary passwords are case sensitive.
5. Once you have entered a temporary password, click on the eye icon located to the right to review what you've entered and make edits.
6. When creating a new password, confirm that all requirements are checked off as being met, and that the passwords match.

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