Introduction
Your Rep AI Console holds your store's conversation data, customer insights, billing details, and AI configuration — so we've strengthened how accounts are protected. Passwords now follow modern security standards, repeat login attempts with a wrong password are blocked automatically, and password reset requests are limited to stop abuse.
This article explains the password rules, how to change your password, and what to do if you get locked out.
Good news for existing users: your current password keeps working. The new requirements apply only when you create or change a password from now on.
Password Requirements
Every new password you set — at sign-up, when changing it in your profile, or when resetting a forgotten one — must meet all of these:
At least 8 characters
No more than 128 characters
At least one uppercase letter (A–Z)
At least one lowercase letter (a–z)
At least one number (0–9)
At least one special character
Accepted special characters include: ! @ # $ % ^ & * ( ) _ + - = [ ] { } | ; : ' " , . < > ? / ~
You don't have to memorize this. Wherever you type a new password in the Console, a requirements checklist appears directly beneath the field and each item is marked off in real time as your password satisfies it. When every item is checked, your password is valid.
You can't reuse a recent password
Rep AI remembers your current password plus your last 5 passwords. You cannot set your new password to any of them — you'll need to choose something genuinely new. Cycling between two familiar passwords isn't possible.
If you go further back than your last 5 passwords, an older password becomes available again.
How to Change Your Password
Log in to your Rep AI Console
Click your profile icon in the top navigation bar and select "User profile" (or open the Account section in the left sidebar)
Scroll to the Password section at the bottom of the page
Click "Edit" to the right of the Password section
Enter your existing password in the "Old password" field
Type your new password in the "New password" field — watch the requirements checklist below it fill in
Re-enter the same password in the "Repeat new password" field
Click "Save changes"
To leave without changing anything, click "Cancel".
Resetting a Forgotten Password
On the Console login screen, click the forgot-password link
Enter the email address on your account
Check your inbox for the reset email and open the link
Enter a new password that meets the requirements above, then confirm it
Two things worth knowing:
Reset links expire after 24 hours. If yours has expired, simply request a new one.
Each reset link works only once. After you've used a link to set a password, that link is spent — request a fresh one if you need to reset again.
Reset requests are limited
You can request up to 5 password resets per hour for your account. Beyond that, further requests are declined with a message asking you to try again later, and the limit clears as the hour rolls forward. This protects your account from someone spamming reset emails at your inbox.
Automatic Login Protection
To stop anyone from guessing their way into your account, Rep AI locks an account after 5 consecutive failed login attempts.
While locked, you'll see a message telling you the account is temporarily locked and roughly how many minutes remain. What you need to know:
The lock lasts 30 minutes, then clears on its own — no action needed from you
A successful login resets the counter, so occasional typos never accumulate into a lockout
Locks apply to one account only — your colleagues can keep working normally while your account is locked
If you're locked out and can't wait, resetting your password through the forgot-password flow lets you get back in with a password you're confident about.
Troubleshooting
"The password must contain at least one uppercase letter" (or a similar message)
Your new password is missing one of the required character types. Check the requirements checklist beneath the password field — the unchecked items tell you exactly what's missing.
"The password must not exceed 128 characters"
Long passphrases are great, but 128 characters is the maximum. Shorten it slightly.
"This password has been used before. Please choose a new one."
The password you entered matches your current password or one of your last 5. Choose a different one. If you're certain the new password is one you've never used, double-check that your old password is typed correctly — an incorrect current password can also produce this message.
"You can't reuse a recent password. Please choose a different one."
Same rule, shown during the reset-password flow. Pick a password outside your recent history.
"Account temporarily locked due to multiple failed login attempts."
Five wrong passwords in a row triggered the 30-minute protective lock. Wait it out — the message tells you how many minutes are left — or reset your password to regain access sooner.
"Too many password reset requests. Please try again later."
You've hit the limit of 5 reset requests in an hour. Check your inbox (and spam folder) for a reset email you already received, since it may still be valid for 24 hours. Otherwise, wait and try again.
My old password still works, even though it doesn't meet the new rules
That's expected. Existing passwords remain valid; the new requirements apply when you next set a password. If yours is weak, changing it now is a good idea.
Why This Matters
Stronger passwords resist guessing. Requiring mixed character types dramatically expands the number of combinations an attacker would have to try.
Reuse prevention limits damage. If an old password ever leaks, it can't be quietly put back into service on your account.
Automatic lockout stops brute-force attempts before they get anywhere, without you having to notice or react.
Rate-limited resets keep your inbox clean and prevent reset-email abuse.
For an additional layer of protection on top of your password, see the article "Keep Your Account Secure with Two-Step Verification".
Need More Help?
If you're locked out and the reset flow isn't working for you:
Contact our support team through your Rep AI Console
Use the Rep AI Helper chat widget for instant assistance