Resetting Your Password and Fixing Login Issues

What to do when you've forgotten your password, aren't receiving the reset email, or can't log in because your account uses SSO.

Written by Tommy Mains

Updated at March 9th, 2026

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Table of Contents

How to Reset Your Password and Fix Login Issues in Ninety How to reset your password If you didn't receive the reset email If you log in with Google or Microsoft and can't get in If you can't find a password field If you're stuck in an MFA verification loop

How to Reset Your Password and Fix Login Issues in Ninety

Resetting your password in Ninety takes less than a minute in most cases. If the reset email never arrives, the most common reason is that your account uses Single Sign-On (SSO) — meaning you log in with Google or Microsoft rather than a Ninety-managed password. This article covers the standard reset flow and the most common reasons it doesn't work as expected.

Any Ninety user can reset their own password. No specific role is required.

 

How to reset your password

To reset your password in Ninety:

  1. Visit app.ninety.io/login.
  2. Click Forgot Password and enter your email address.
  3. Check your inbox for a reset email from noreply@helpful.io.
  4. Click the link in the email and enter a new password.

 

If you use Microsoft or Google single sign-on (SSO), you cannot reset your password. See below for more information

 

 

A few things to keep in mind:

  • Enter your email address in all lowercase.
  • The reset link expires after a short period. If it doesn't work, request a new one.
  • Check your spam or junk folder if the email doesn't appear within a few minutes.

 

If you didn't receive the reset email

The most common reason the reset email never arrives is that your account uses SSO (either Google or Microsoft) rather than a Ninety password. SSO accounts don't have a Ninety-managed password, so the reset email will never be sent, regardless of how many times you request it.

To check whether SSO is the cause:

  1. Go to app.ninety.io/login.
  2. Instead of entering your email and password, click Log in with Google or Log in with Microsoft.
  3. Complete the sign-in flow using your Google or Microsoft credentials.

If that works, SSO is your login method. See Single Sign-On (SSO) Login Options for full details on how SSO works in Ninety.

If SSO isn't the issue, the reset email may be blocked by your company's email filters. Ask your IT team to whitelist @helpful.io as a trusted sender domain, then request the reset email again.

If you still can't receive the reset email after trying the above, contact support. In some cases, a temporary password can be issued directly.

 

If you log in with Google or Microsoft and can't get in

If you use SSO and are getting an error (including a blank "OK" message or a prompt saying your account isn't recognized) your Google or Microsoft account may not match the email registered in Ninety. This can happen when a company changes its email domain or when a user's primary email address has changed.

To resolve this, an Owner or Admin on your account can update your email address in the Directory, or you can update it yourself in User Settings > Contact if you still have access to your account. See Updating Your Email for step-by-step instructions.

If you're fully locked out and can't access settings, contact support.

 

If you can't find a password field

If you don't see a password field in your User Settings, or the option to change your password is unavailable, your account uses SSO. SSO accounts authenticate through Google or Microsoft and don't have a Ninety-managed password to change.

 

If you're stuck in an MFA verification loop

If you're entering a multi-factor authentication (MFA) code that's being accepted but Ninety keeps sending you back to the login screen, see the troubleshooting section of How to Set Up and Manage Multi-Factor Authentication for step-by-step resolution guidance.

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