If you don't remember your password, you can set a new one using the «Forgot password?» function. The process differs slightly depending on whether you are using the website in a browser or the mobile app.
To recover your password by email or by phone number, these email address or phone number must already be confirmed in your profile. If they have not been confirmed, the recovery code cannot be sent to them.
Recovering your password in a browser
On the website, password recovery is currently available by email only. If you want to recover your password using your phone number, this action is available via mobile app.
1. Get to the sign-in page.
2. Click «Forgot Password?» in the sign-in form.
3. Enter the email address associated with your account and click «Send reset code».
 | 
|
4. Check your email box, then enter the confirmation code you received and set a new password.
The password must be between 8 and 20 characters long, including at least one lowercase letter, one uppercase letter, one number, and a special character (!@$%^&*()_-+).
5. After entering the code and the new password, click «Set new password».
Recovering your password in the mobile app
In the app you can recover your password by email or by phone number.
1. Open the Mellow app and go to the sign-in form.
2. Tap «Forgot Password?».
3. Choose a recovery method: «Restore with email» or «Restore with phone». Enter the email address, or the country code and phone number, associated with your account, and tap «Continue».
 |  |
4. Check your email or your phone, depending on the method you chose, then enter the confirmation code and set a new password. After entering the required details, click «Confirm».
 |  |
FAQ
I need to recover my password using my phone number, but I don't know where to download the mobile app.
I need to recover my password using my phone number, but I don't know where to download the mobile app.
The app is available in the stores for different operating systems:
— Android — Google Play
— iOS — App Store
— Huawei — AppGallery
If you can't find it yourself, you can ask our support team for the links.
What should I do if the code doesn't arrive by email?
What should I do if the code doesn't arrive by email?
Check that the email address is correct and has no typos.
Look in your «Spam», «Promotions» and other folders.
Make sure there is free space in your mailbox and that you are able to receive emails.
Check the quality of your internet connection and, if possible, switch between Wi-Fi and mobile data.
The code may arrive with a delay — we recommend waiting up to 15 minutes after requesting it. During this time, it is better not to request a new code, as this invalidates the previous one.
If none of the above helped, contact our support team so that we can look into it in detail.
What should I do if the code doesn't arrive by phone?
What should I do if the code doesn't arrive by phone?
Check that the phone number is correct and has no typos.
Check your messengers — if the number is linked to them, the code may arrive there.
Make sure you are not in roaming.
Restart your phone, or remove and reinsert the SIM card to refresh the signal.
If none of the above helped, contact our support team so that we can look into it in detail.
If you have any further questions, contact Mellow support via online chat or send an email to [email protected].