Due to security reasons, when 5 wrong password attempts are made the account will lock and be deactivated.
The lock will last 10 hours. If this occurs, for immediate reactivation please contact Support by submitting a ticket at purplhelp.com or emailing support@purplscientific.com. Tech Support will re-activate the account. Once re-activated you'll be able to login with the correct password. Please let them know the email address you need re-activated.
If the original password is unknown a password reset can be requested from the login page of the app or from the user portal https://webportal.purplscientific.com/login.. Click on the "Forgot your password" link.
Password reset links will come from no-reply@spectralengines.com.. Before resetting your password, contact Tech Support still to re-activate beforehand.
Emails may be routed to the spam or promotions inbox or you may need to add the sender as a trusted user within your email account if you do not receive the reset email on the first attempt. If the password reset email is not received, please reach out to Support for assistance.
The following error message is received when 5 wrong password attempts are made.
Please note the message received does state "Account has not been verified, please verify your email by clicking the link sent to your inbox". You may disregard this message. An verification email will not be sent to your inbox. Tech Support will be able to automatically verify and reactivate your account for you. A request has been made to update the error message in app to assist with any confusion.
