If you forgot your password or are having trouble accessing your account, please try the troubleshooting steps below.
Password Safety!
Roll20 admins and employees will NEVER ask for your password. Please be sure to protect your passwords and use best practices and unique passwords.
How to reset password
If you are specifically having trouble where your password does not seem to be working, we recommend using the Password Recovery Tool. This will send an email to your address with steps to set a new password.
Check your password manager
If you are using the built-in browser tool or a 3rd party password manager, occasionally you can run into issues in the following ways:
- Duplicate login credentials being saved
- Login credentials being saved to different URLs
- Only partial credential updates
- Typo in the original saved credentials
It is recommended that when resetting your password that you first attempt to login manually without using any auto-fill functionality. If that works, then it may be necessary to check your login credentials in the tool and ensure everything is displaying correctly.
Not receiving email
If you have not received a password recovery email, this may be due to a few factors:
- The password recovery email may have been sent to a spam folder
- Search for an email from "security@roll20.net"
- A typo in the email provided to the tool
- A typo in the email attached to the account
In the case of an email typo on the account, you should contact our support team via the web form. Please provide as much information as possible to help in locating your account (Old join links, possible email addresses, usernames, etc.).
Code not valid
If you are receiving an error that your recovery code is incorrect then the code being used is expired. This can happen in two ways:
- Password recovery links are only valid up to 24 hours.
- If multiple codes are requested in a short period of time, only the most recent code will work.
In this situation, you will need to request a new password reset via the Password Recovery Tool. Be sure to check the timestamp on the email and that it matches with when you requested the reset code.
Verifying you are human
If you are getting stuck at a CAPTCHA when attempting to login, you may be encountering a specific issue with Cloudflare. Please see the steps in this article to try and address possible causes for the error.
New password not working
If you are certain that the password input is correct and you are still encountering issues, then please follow these steps:
- Wait 15 minutes if you have recently attempted to log in
- While waiting...
- Clear your cache and cookies
- Navigate to https://app.roll20.net/sessions/destroy to fully refresh your session
- Ensure you are utilizing a desktop with a Roll20 optimized browser (Chrome or Firefox)
- Navigate specifically to the Sign In drop-down in the top right corner of https://roll20.net/
- Enter your login information manually
Still need help?
If you are still encountering difficulty in recovering your account, please reach out to our support team and we can work with you to restore access!
Please be sure to include as much information as possible to help us locate your account. Here are some examples:
- Any alternate email addresses or usernames
- A link to your Roll20 Profile or a join link to a game you were part of
- Links to profiles of others you have played with
- Payment information relating to purchases made on Roll20
- For PayPal: A transaction ID or PayPal email address
- For Credit/Debit: The last 4 digits and expiration date