Reset a Forgotten Password

You can reset your password if you forgot it. However, this procedure works only if you successfully activated your account. You can define a new password even if your existing password has expired. After a password has expired, you can attempt to log in six times to set a new password before your account is temporarily locked. After successfully logging in with an expired password, immediately reset your password.

See Activating a Commerce Cloud Account.

To reset your password, perform the following steps:

  1. In a web browser, go to https://account.demandware.com/.
  2. Click the Forgot Your Password? link.

    The Forgot Your Password? page opens. This page contains two fields. The first is for your email address. The second is for entering the characters shown in a captcha. A captcha is picture of distorted characters that are easy for a human to read but difficult for a computer to read. The captcha ensures that you are trying to reset the password for your account, not a computer trying to guess your credentials.

  3. In the Email Address field, enter your email address.
  4. In the Verification field, enter the characters shown in the captcha.
  5. Click Submit.

    A message is sent to your email address. The message contains an activation code you can use to reset your password. The Forgot Your Password? page also shows a Code field, in which you can enter the activation code.

  6. Access your email account, open the email message, and copy the activation code.
  7. In the Code field, paste the activation code you copied from the email.
  8. Click Submit Code.

    The Forgot Your Password? page shows challenge questions for you to answer.

  9. In the New Password field, enter your new password.

    As you enter characters, the page gives you feedback about the security strength of your password. Optionally, you can auto-generate a new password by clicking the Auto-generate a new password link. If you decide to auto-generate a password, the generated password appears in plain text, and you must type it again in the Confirm Password field.

  10. In the Confirm Password field, re-enter your new password.
  11. Click Change Password.

    A second message is sent to your email address, indicating that your password has changed. The purpose of this message is either to confirm that your password was successfully reset or to warn you that a password reset was initiated by someone else (in which case you should contact your account administrator or help desk).