I Forgot My Password

With all the passwords we need to keep track of, we all know the feeling of forgetting a password. Thankfully, it's super easy to create a new password for your Nucleus account. Just follow the few instructions below and you'll be back on track 😎

In this guide, we'll cover the following topics. Click on any one to jump ahead.

• Prompt To Create A Password
• Whitelist Our Email Addresses
• Reset My Password
• Issues With Resetting Your Password?

Prompt To Create A Password

Anytime you enter a new email address when donating through your church's GivingFlow, sending a prayer request, or submitting information through a custom Flow on your church's website, Nucleus will ask you to enter a password.

If you choose to skip this part (i.e. if you choose not to enter a password), Nucleus will send you a follow-up email a day or two later, prompting you to finish creating your account by creating a password.

Clicking on the button in that email, you will be taken to a page where you can create a password for your personal Nucleus account.

In either case, it's wise that you save your password so you can easily access it when you need to login to your Nucleus account in the future.

That said, we all forget to save passwords from time to time. Hence why we've written this guide, to help you reset your password 😅 So if that's you, keep on reading.

Whitelist Our Email Addresses

With email providers/hosts becoming more and more aggressive with spam and junk email, it can be helpful to ensure our email addresses are added as "safe sender" in your email settings. This is knowing as "whitelisting".

Below are the two email addresses you should whitelist to ensure that any verification, password reset, or any other type of email lands in your inbox and you don't miss it.

• hello@nucleus.church
• hello@nucleus-mail.church

Each email provider has their own set of instructions on how to do this. Here is a link to instructions for some of the more popular email providers:

• Gmail
• Outlook
• Yahoo
• AOL
• Zoho
• ProtonMail

If you don't see yours listed below, you might be able to search online to find instructions for your specific email provider.

Reset My Password

To send yourself a password reset email, go to https://my.nucleus.church.

Instead of entering your email address to login, click Reset It.

Type in your email address and click the button to send the reset email.

But before you do this, it's best practice to whitelist our email addresses to make sure your email provider doesn't send the verification email to spam (or possibly not allow the email to reach you at all). Click here to jump up to the previous section if you haven't yet done this.

Note: If you don't see the email after a few minutes, wait a few more before clicking the button again. Do not click the button to resend the email multiple times in a row. Doing this can send a message to the system in charge of sending/delivering our emails and recognize it as spam, and will stop all our emails from sending.

Note: If you have more than one password reset email from us in your inbox, make sure to click the most recent email. Clicking on the button in a previous email will not work.

Once you enter your address, the page will change with 6 boxes to enter a secret code. The email Nucleus sends you will contain the 6 digits you need to enter here.

Check your inbox for an email from Nucleus. This email will contain the 6-digit code you will need.

Then go back to the password reset page and type in that code. Once you do, you can then create a new password.

Lastly, make sure you save your new password so you don't need to reset it again in the future 😎

Issues With Resetting Your Password?

While attempting to reset your password, you may encounter a few scenarios where it doesn't seem to "stick". Here are some possible reasons:

While you might think you entered that email address in a Flow, it might have actually been a different email address. Or perhaps you misspelled it when you did complete the Flow.

Either way, your email address may not actually be in our system as a login email address, so there is no account to reset the password for.

If you think this is what's happened, send us an email to hello@nucleus.church and we can check to confirm if your email address is already in the database or not. (If it's not, it's just a matter of creating a new account with that email address.)

It's very possible that you've entered your email address in a Flow before, but that email address is set as a secondary address in your Nucleus account.

Nucleus can only reset passwords for email addresses that are listed as the login address.

If you suspect this to be true, try sending the reset email to a different email address you own and see if you can reset your password there.

Or, feel free to send us an email to hello@nucleus.church and we can check to confirm what email address is listed as your login email address for your Nucleus account.

If it's been several minutes, and you find that you are not receiving the password reset email in your main inbox, make sure to check your spam/junk inbox. It's very possible your email provider is pushing our automated email there.

It's also possible that your email provider is completely blocking the email from going through to you. (Email providers are ramping up their spam/junk tactics, and sometimes they don't even allow you to choose whether something is spam anymore.)

This is why it's important to mark our email addresses as safe senders, to "whitelist" our email addresses. Click here to learn how to do that.

If you've sent yourself multiple password reset emails within a short amount of time (i.e. you kept retrying to send the password reset email over and over again), our email system might have detected this as suspicious activity and is no longer sending automated emails to you.

If you believe this is what's happened to you, send us an email to hello@nucleus.church so we can see if that's the case. If so, we will have to manually "flip a switch" so that our system will send emails to you again.

What Next?

Hopefully you didn't run into any snags while resetting your password, and by now, you should be able to login to your personal Nucleus Account with your updated password.

Here are some helpful guides on some typical actions you might be trying to do in your account:

• Manage My Scheduled & Recurring Gifts
• Manage My Payment Methods
• Manage My Profile (Personal & Contact Info)