Forgot password

When you cannot log in to gas because you do not remember your password, you can set a new one yourself. On the login screen you request a link, the link arrives by email, and after you open it you enter a new password. You do not need anyone else for this.

Before you start

• You need access to the mailbox that your gas user account is registered under. The password reset link is only ever sent to that address and cannot be sent anywhere else.
• The reset form asks for an email address. The login field on the opening screen is called username (email), but the password reset request is matched by email, so type the address here.
• The new password must be at least 8 characters long. A longer password is safer; the upper limit is 128 characters.
• Nobody sends you a password by email, not even the gas team. The email always contains only a link where you set the new password yourself.

Step by step

What happens next

The new password works immediately; there is nothing else to confirm anywhere.

For security reasons, the application also ends all of your existing sessions. Sessions on another computer, in another browser and on your phone all end, and you have to log in again everywhere with the new password. This is intentional: if someone else had got into your account, this step throws them out of the application.

After you log in with the new password for the first time, the application asks whether you trust that browser. Your answer decides how long the session lasts before you have to log in again. The article Trusted device and session length describes it in detail.

Changing your password does not affect your data, linked accounts, reports or settings in any way. Only the way you get into the application changes. Nothing changes for the other members of your team either.

Common problems

The email with the link did not arrive

First look in the bulk mail folder or in spam and search for the sender info@gas-online.cz. If the message is not there either and more than ten minutes have passed since your request, the most likely cause is a typo in the address you entered, or the account is registered under a different address than the one you typed. Go back to the Forgot password page and repeat the request with a carefully checked address.

You do not know which address the account is registered under

Ask a colleague who has the Administrator role in the customer account. In Settings → Customer account → Users they see a list of all user accounts including email addresses and can read your address to you. If there is nobody to ask, write through the contact form from any of your addresses and state which customer account it concerns.

There is no account with that address in gas

The application always shows the green message "A password reset link has been sent to your email.", even when no account exists for the address you entered. This is a security measure: nobody can find out who uses the application by trying out addresses. The only way you notice is that no email arrives. In that case try another address of yours, ask the administrator of the customer account to check, or write through the contact form.

The link says it is invalid or has expired

A red message appears on the page: "Invalid or expired password reset link. Please request a new link." There are three reasons: more than 24 hours have passed since the request, the link has already been used once, or it was not carried over to the browser in full. The message itself contains a Forgot password button, which takes you back to the form so you can request a new link.

The link in the email broke across two lines

Some email programs wrap a long link, and clicking it then opens only part of it, so the application reports an invalid link. Use the purple Reset password button in the body of the message instead. If that does not work either, select the whole link written out below the sentence "If the button does not work, copy and paste the following link into your browser" (including the part that spilled over to the second line), copy it and paste it into your browser address bar.

The link arrived on your phone but you want to continue on a computer

The link is not tied to a device or a browser, it works anywhere. You can set the new password on your phone and then log in on the computer, or open the message on your phone, copy the link and paste it into the browser on your computer. Keep in mind, though, that the link stops working after the first use, so set the password on only one of those devices.

The application says there have been too many requests

The number of password reset requests is limited so that nobody can flood an address: five requests per half hour go through from one email address. Once you go over that, a red alert appears with the text "Too many requests. Please try again later." Wait about half an hour and try again. A similar limit applies to logging in itself, where it is ten attempts per quarter of an hour.

The form will not let you continue because of the password

The specific reason appears below the fields. "The password must be at least 8 characters long." means the new password is too short. "Passwords do not match." means the contents of the two fields differ, typically because of a typo or because caps lock is on. Type the password into both fields again.

You log in with Facebook, Google or Apple and have never entered a password

The Continue with Facebook, Continue with Google and Continue with Apple buttons in gas are only a shortcut to an account that already exists. A user account is always created from an invitation and a password is set for it right when registration is completed, so you do have a password even if you have never used it since. Follow this article just like everyone else.

If the social network button ends with the Account is not linked window, it means that this account at the network is not yet assigned to any user account in gas. Log in with your email and password (if necessary, reset it first as described in this article) and turn the link on in Settings → Profile → Password & access, where the individual options are listed as Google, Meta and Apple. The article Password and sign-in methods describes this.

You want to unlink a social network login but do not know your password

Unlinking the Google, Meta or Apple login in Settings → Profile → Password & access requires you to enter your password. If you do not know it, reset it first as described in this article and only then unlink.

After setting the password, the application logged you out on other devices

That is how it should be. Changing your password ends all earlier sessions so that nobody who stayed logged in can get into the account. Log in again on each device with the new password. You can see where your account is currently logged in under Settings → Profile → Active sessions.

You received a password reset email but did not request it

Most often someone typed your address by mistake while making their own request. As long as you do not open the link and set a new password, nothing happens and your current password stays valid. You can ignore the email; the link expires on its own within 24 hours. If such messages arrive repeatedly, write through the contact form and, to be safe, check Settings → Profile → Active sessions for any sessions you do not recognise.

The email says that a system administrator initiated the request

The gas team can also start a password reset at your request, typically when you contact support saying you cannot log in. Instead of the sentence about the form on the login page, the email then contains the sentence "This request was initiated by a system administrator." From that point the procedure is the same. If you did not ask for anything like that, do not use the link and write through the contact form.

The new password was saved but the login says the account is deactivated

If a window with a login error and the text "Your account has been deactivated." pops up after logging in, the password is fine and the problem is elsewhere: the account is switched off and cannot be used to log in regardless of the password. Write through the contact form and state your email address and the name of the customer account.

After logging in, an account restoration screen appears instead of the application

That means the account is scheduled for deletion and is waiting in the grace period. On the screen you choose whether to restore the account and continue, or to sign out. The article Account deletion and restoration describes it in detail.

The new password could not be saved

If the page reports "An error occurred while resetting your password. Please try again." instead of a confirmation, try pressing the Change password button once more. If the message repeats, request a new link on the Forgot password page and go through the procedure from the start. If that does not help either, write through the contact form and state roughly when you tried, so that it can be traced in the application what happened.

You know your password and only want to change it

Resetting by email is meant for the situation where you cannot get into the application. If you can log in, change your password in Settings → Profile → Password & access. There you enter the old password and the new password twice, and the new password must be at least 8 characters long and contain an upper-case letter, a lower-case letter and a digit. After saving, the confirmation "The password was changed successfully." appears.