Forgot your password

If you cannot remember your login password, use the password-reset link on the sign-in form. We will send a reset email to the address associated with your account. Follow the link in that email to set a new password. Reset emails arrive within a few minutes. If you do not see it, check your spam folder.

Once you set a new password, you can sign in immediately using your username or email and the new password.

Account recovery and locked access

If your account is locked after multiple incorrect login attempts, wait a short period before trying again. If you believe your account has been compromised, contact our support team via chat or email. We will verify your identity using information on file — such as your registered email, phone number, or KYC documents — and help you regain access.

Our team responds to account-recovery requests during business hours. Provide as much detail as possible about your account so we can process your request faster.

Username and password errors

Check that you are using the correct username or email address. Passwords are case-sensitive. If you created your account with an email address, try signing in with that email rather than a username. If you still cannot sign in, use the password-reset function on the login form.

Browser and device compatibility

Our login system works on all modern browsers — Chrome, Firefox, Safari, and Edge. Clear your browser cache and cookies, then try signing in again. If you use a mobile device, try a different browser or the hurdle mobile app to see if the issue persists.

Slow or no response

Check your internet connection. If your connection is weak or unstable, the login form may not respond. Switch to a different network — mobile data or a different Wi-Fi — and retry. If the problem continues, our support team can help diagnose the issue.

Two-factor authentication

If your account requires two-factor authentication, you will receive a verification code via SMS or email after entering your password. Enter that code on the next screen to complete sign-in. If you do not receive the code, check that your registered phone number or email is current.

Best practices for account safety

Use a strong, unique password — at least 12 characters, mixing letters, numbers, and symbols. Do not share your login credentials with anyone, including hurdle staff. Our team will never ask for your password via email or chat.

Sign out when you finish using hurdle, especially on shared or public devices. On mobile, use the hurdle app rather than a web browser where possible; our app enforces stronger security by default. If you see unfamiliar activity on your account, change your password immediately and contact support.

Keep your registered email address and phone number up to date. We use these to send you security alerts and password-reset links. If you change your email or phone, update it in your account settings so you can recover access if needed.