I can't reset my password because I no longer have access to the email linked to my account. What should I do?

🔑 JMIR Account Access and Password Recovery

This article outlines the steps for resetting your JMIR account password, especially if you no longer have access to your registered email address.

✅ If You Still Have Access to Your Old Email

If your registered email address is still active, use the regular password reset function on our website (see I forgot my JMIR password).

❌ If You No Longer Have Access to Your Old Email

If you cannot access the associated email account, we must verify your identity to ensure that we are giving access to the authorized person.

🔒 Identity Verification Process

To confirm your identity, choose one of the following verification methods:

1. Video Call Verification

• We will schedule a video call with you.
  
  
• You will be asked to show a valid government-issued photo ID on the call.
  
  
• Please provide availability for the call between 9:30 AM – 5:30 PM EST, Monday to Friday. 
• Send the request to tech-support@jmir.org
  
  

2. Institutional Email Verification

• To verify your new institutional email, send an email to tech-support@jmir.org from that address.

AND:

• Ask a representative (with an official position) at your affiliated institution to:
  • Send an email to tech-support@jmir.org from an official institutional email address published on the institution's website.
    
    
  • The email must confirm your full name and your new institutional email address.

🔐 Privacy and Data Protection

• Do not send sensitive documents (e.g., scan/photo of your ID) via email.
  
  
• All verification information will be securely destroyed once your identity has been confirmed, in compliance with JMIR’s data protection policies.

If you need additional help, please contact tech-support@jmir.org.

For JMIR staff:

(for staff) I forgot my password but can't reset it since the e-mail address associated with my use profile is no longer active or cannot be accessed by me. What should I do?