Skip to main content
Use your existing account. If you forgot your password, request an email code to reset it; do not create another account.

​
Who can do this?

Owners, Managers and Staff can recover their own account using its email inbox. Staff should use the mobile app for their work. The web app can refuse access when your completed account has shops but only Staff roles; resetting a password does not change your shop access or role.

​
Where to do it

Open sign-in in the web or mobile app. You need access to your account’s email inbox. For team invitations, use the joining guide below.

​
Sign in

When reopening the mobile app, you may see the Tapp logo while it restores your saved sign-in. Wait for the next screen. If the welcome screen appears, choose login and use your existing account.
  1. Enter your account’s email address and password.
  2. In the web app, review Keep me signed in, then choose Sign in. In the mobile app, choose Login.
  3. Wait for the app to open. If setup is unfinished, complete the steps shown. If your expected shop is missing, check your account and contact the person who manages your team’s access. The mobile home screen can appear before shop setup is complete.

​
Reset in the web app

  1. Choose Forgot password? on the sign-in screen.
  2. Enter your account email and select Continue.
  3. On the next screen, check the displayed email address and enter the six-digit Recovery code from your email.
  4. Enter New password and repeat it under Confirm password. Use at least eight characters, with uppercase and lowercase letters, a number and a special character such as !.
  5. Choose Reset password and wait for confirmation.
  6. Use Back to login, or wait for the automatic return, then sign in with your new password.

​
Platform notes

In the mobile app, choose Forgot your password?, enter your email and select Request password reset. Wait for confirmation before changing the email address. When the sent-email message appears, choose Understood to open Update password. Enter the six-digit email code, your new password and its confirmation, then select Update password. The password rules are the same as above. Success returns you to Login; sign in again. Despite wording about a link on the mobile request screen, this flow uses an email code. The code is valid for 15 minutes. Requesting another code replaces the previous one, so use the newest email. A successfully used code cannot be reused. In the mobile app, a temporary connection problem while renewing your sign-in does not itself sign you out. Check your connection and try again. If the login screen appears, sign in with your existing account.

​
Market notes

The same account recovery steps apply in Great Britain and Germany. Resetting your password does not create a shop or complete business setup.

​
Troubleshooting

  • If no email arrives, check your inbox and spam folder, then verify that you entered the address used for your account. The sent-email confirmation alone does not establish that the address has an account.
  • To request a fresh code, return to the password-request screen and submit your email again. In the mobile app, wait for the displayed countdown before resending; it can run even after a failed request.
  • If the code fails, check all six digits and whether you requested a newer code or waited more than 15 minutes. A generic reset error may not explain which of these happened.
  • If the update button is unavailable, fill both password fields and all six code digits. Check that the passwords match and meet the displayed rules.
  • If requesting a reset leaves you on the same web screen, check your connection and try again; a request failure may not display a message. A mobile sign-in error can also reflect a connection problem, rather than incorrect credentials.
  • If access remains unavailable, contact Tapp support. Never send your password or recovery code to another person.