I reset my password, but the link isn't working. What do I do?

Only one password link can be active at a time. If you requested the password reset multiple times, the link before it would be disabled.

So the first thing to do is NOT click the "Forgot Password" button again.

Then, you need to go into your email and type "animal jam" in the email search field. This should pull up all of your password reset emails. If you are using Gmail, they may be all listed under one message. Find the most recent link and click it.

If that doesn't work or the link isn't clickable, right-click the link and choose "Copy link address". Paste (Ctrl+V) the link into a web browser and tap Enter. 

If you are attempting to reset your password on a mobile device and the web page isn't loading, try opening the email from a computer.

If you get a message that says "invalid URL", try using another web browser. For example, if you use Internet Explorer, try using Google Chrome or Mozilla Firefox to follow the link. We have found Google Chrome and Mozilla Firefox are the most reliable web browsers to use for Animal Jam.

Clearing your browser's cache can also help remedy the invalid URL issue. If you try another browser and you are still experiencing the same problem, please clear your cache. We have provided links below to help you with this step:

Internet Explorer

After you have cleared the cache, you must restart the browser.

After clicking the link in the email, or copying and pasting it into your web browser's navigation bar, you will be directed back to our website to create a new password. Simply follow the onscreen instructions again to reset your password. Once your password has been successfully changed, you will be able to use your new password right away! 

Never share your password reset link, or a screenshot of your password reset link, with anyone else! This will allow that person to change your password. AJHQ will never ask for your password reset link.

Was this article helpful?
48 out of 367 found this helpful

If your question hasn't been answered in our help section, you can submit a request to AJ Support, and we will respond as soon as possible. Currently, support is only available in English. Submit a request