Frequently experienced problems when resetting the password

I have not received the email even though my email address is correct.

It may take a few minutes for the email to arrive (or even an hour if you are using a Gmail or Outlook.com mailbox that are external email accounts).

If it does not reach you:

• Check that it is not in your spam or junk mail folder.
• Check that the configuration of your mailbox and any spam filters on your mailbox, your e-mail delivery software, your service provider, your company that the e-mail messages from the akiajnxmzo27se7ukaeq@geolives-mail.comaddress are allowed and possibly place this email address on the authorised senders list / green list if this option is available to you.
• You can then request a new email is sent to you to reset the password again by entering your email address on this page: https://connect.geolives.com/?page=forgotten_pwd&requested=

I have not received the email because the email address associated with my account is no longer correct or I no longer have access to it

In this case, you must open a ticket with our technical support here: https://help.geolives.com/

In your ticket, include as much information as possible and in particular:

• your username
• the old email address you no longer have access to
• the new email address which we can link to your account
• as much information as you can which proves that you own the account, including your first and last name, date of birth, postal address, approximate purchase date of your last subscription, etc.

The link to set the password in the email received is not valid / no longer valid

This is probably because you have started the procedure several times.

In this case, you should have received several emails. Only the last email received contains a valid link (when a new email is sent, any previously sent links are disabled for security reasons).

If you are unsure, you can then request a new email is sent to you to reset the password again by entering your email address on this page: https://connect.geolives.com/?page=forgotten_pwd&requested=

It may take a few minutes for the email to arrive (or even an hour if you are using a Gmail or Outlook.com mailbox that are external email accounts).

I no longer have access to the maps included in my subscription after changing my password or I no longer have access to the features that require a connection to the server

This is probably because you did not re-login to your account with your new password via the mobile app.

Please read this article: Comment me reconnecter à mon compte après un changement de mot de passe ?

If despite this operation, you still do not have access to the maps that you have subscribed to, you can go to the 4th tab of the app, choose "Change account" and log back in using the account on which your subscription is active. This should solve the problem.