Troubleshooting Password Reset Link Issues

*This step is only applicable to Neato models D3-D7

Issue Overview

If you're having difficulties when attempting to reset their Neato account password. This may be caused by the password reset link incorrectly redirecting due to uppercase letters in the URL.

Root Cause

URLs are case-sensitive, meaning that uppercase letters in certain parts of the link can prevent proper redirection. For example, if a URL includes "GB" (United Kingdom) or "DE" (Germany), it must be changed to lowercase (gb, de) to function correctly.

Solution Steps

Follow these steps to correct the issue and successfully reset your password:

1. Copy the full URL from the password reset email.

2. Paste the link into your web browser's address bar.

3. Identify the section of the URL containing the locale code (e.g., "GB" for UK, "DE" for Germany).   
   
   

4. Manually change the letters to lowercase:

   • Example: "GB" → "gb"

   • Example: "DE" → "de"

5. Press Enter, and the password reset page should load as expected.

Additional Information

• If the link is clicked directly from the email, it may open incorrectly. Copying and pasting the URL manually is required to make the necessary change.

• This issue occurs because URLs differentiate between uppercase and lowercase characters, affecting how servers process requests.

Need More Help?

If you continue experiencing issues or need further assistance, please reach out to our support team. We're happy to help!