Don't worry, it happens to the best of us from time to time, and it's super easy to fix. Just head to the Lightyear login page and follow the steps.
Account Access Recovery
Hit the "Forgot Your Password?" button and enter your email in the box provided and submit.
After a few moments, you will receive a One-Time-Password (OTP) in your email inbox
Input the OTP, and enter your new password in the fields provided. Your password must include
10 or more characters.
Upper and lower case letters.
At least 1 number.
At least 1 special character (e.g. !#@$).
Once your new password has been set, you'll be taken back to the login page and are now ready to access your account again.
Deactivated Accounts
If your account has been deactivated and the associated email address has been reassigned to a new staff member, restore access without creating a duplicate account.:
The new owner of the email address should reset the password for the account.
After logging in, they can update the user’s name in the profile settings to reflect the new ownership.
Lost 2FA Access – Recovering MFA Codes After Changing Devices
For users who lose access to their multi-factor authentication (MFA) codes due to changing devices, recovery depends on the original authenticator app used. Here’s what to do:
Install the same authenticator app (e.g., Google Authenticator, Microsoft Authenticator) on the new device.
Log in to the authenticator app using the email or account credentials originally used for the setup.
Once signed in, the app will restore the registered MFA codes configured previously.
Use the restored codes to log in to your Lightyear account. If this method does not work, or your authenticator app does not support account recovery, you may need to reset MFA with the help of Lightyear support.
I'm not receiving the password reset email
There could be a couple of reasons for this. Double check the following
Search your emails thoroughly as it may be in your Junk/Spam inboxes or in 'Clutter'. The best way is to do a search of all the folders. The subject of the email is 'Reset your password' and will be sent from [email protected]
Try send a blank email to the above email address so your email client recognises the email address as a contact in your inbox and then retrigger the password reset process
You may also need to check with your IT Team to see if the emails are being picked up by internal email quarantine/spam filters/firewalls.
⚠️ Important: Ensure the email address you entered is correct and is the one you use for Lightyear. For security reasons, we will not tell you if the email address is incorrect; you will simply not receive the email from us.
Best Practices for Account Security
Always back up authentication credentials (e.g., storing recovery codes securely).
Use a password manager to ensure strong, unique passwords and prevent credential loss.