Articles on: Emails, Passwords, Security & Billing

How to reset your password

There are two ways to reset your password. You can do this through the forgot password functionality or your profile section.

When logging into Immediation, select the geo-located instance that corresponds to the country where your account is domiciled. For US and Canadian customers, this is app-us.immediation.com, and for Australian customers, this is app.immediation.com.

If this is the first time you have logged into the platform you will need to click 'sign-up' and create a username and password. The reset email procedures will not work as you will not receive a reset email. Check with your Alternative Dispute Resolution (ADR) provider for the email address they had on file when they created your account. That will be the email address you will need to use on sign-up.

If you are receiving a 'Something went wrong' message after either signing up or logging in with your new password, you can follow this video to troubleshoot. https://www.tella.tv/video/login-issues-something-went-wrong-475a

Resetting your password through 'Forgot Password'

1) Click on "Secure Login".

2) Click on "Forgot your password".

3) Enter your email address and click "Send Email".

4) You will see a dialogue turn to green.

If this is the first time you are logging into the platform, you must click 'sign-up' and create a username and password. The reset email procedures will not work, as you will not receive a reset email. Check with your Alternative Dispute Resolution (ADR) provider for the email address they had on file when they created your account. That will be the email address you must use when signing up.

5) You will receive a reset password link via email.

6) Set your new password.

Use the following naming convention when setting your new password. Given the confidential nature of information on the platform, it is strongly recommended that you use a unique password that you do not use for other websites.

If you do not see a reset password email and have created an account. Check the following:

Spelling errors in your email address during the forgot password screen.
That you have selected the correct Immediation geo-located instance. Go to app-us.immediaiton.com if your account is domiciled in the US & Canada, app.immediation.com if the account is domiciled in Australia. The login screens will look identical, but if your account is created on one instance, it will most likely not be created on the other.
If this is the first time you have logged into immediation you will need to click 'sign-up' and create a username and password.It can be different.
Contact support@immediaion.com if still unsuccessful after trying all the above.

Resetting your password via your Profile

1) Click on the "Profile" menu on the left-hand side once you have logged into the platform

2) Click on the "Security" tab and "Change Password" button.

3) Click on "Send Email".

You will see the following pop-up on the bottom left-hand corner of the screen.

4) You will receive a reset password link via email.

6) Set your new password.

If you do not see a reset password email and have created an account. Check the following:

Spelling errors in your email address during the forgot password screen.
That you have selected the correct Immediation geo-located instance. Go to app-us.immediaiton.com if your account is domiciled in the US & Canada, app.immediation.com if the account is domiciled in Australia. The login screens will look identical, but if your account is created on one instance, it will most likely not be created on the other.
Check with your Alternative Dispute Resolution (ADR) provider for the email address they had on file when they created your account. It can be different.
Contact support@immediaion.com if still unsuccessful after trying all the above.

Updated on: 24/02/2025

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