Set up a recovery email address
A recovery email is a backup address Pulley can send password reset links to if you lose access to your primary login email. Setting one up before you need it is strongly recommended. Without one, your self-serve recovery options are limited.
You must be logged into your account to add a recovery email.
Select your name in the top right corner
Select User Profile
Click Edit Details
Enter a personal email address you'll always have access to in the Recovery Email Address field
Click Submit
Use a personal email address as your recovery email, not a second work address. If you leave your company or lose access to your work domain, you will not be able to access a work domain email. A personal Gmail, iCloud, or similar address is the right choice here.
Reset your password
Go to the Pulley login page
Enter your primary login email address (not your recovery email), then click Next
On the next screen, click Trouble logging in?
Select Reset Password
Check both your primary and recovery email inboxes (the reset link is sent to both simultaneously)
Open the email from either inbox and click Reset password
Create a new password and submit
Sign back in using your primary login email and your new password
⚠️ Important: Enter your primary login email, not your recovery email. This is the most common reason reset emails go missing. Your primary login email is typically your work email, the one you used when you first created your Pulley account. The reset link will be sent to both your primary and recovery email inboxes, but you must enter your primary email at the reset screen to trigger it.
No longer have access to your primary work email?
If you've left a company or your work email no longer exists, you can still reset your password. The reset link will be delivered to your recovery email instead.
Go to the Pulley login page and enter your old work email address at the reset screen, even if you can't access that inbox
Click Next → Trouble logging in? → Reset Password
Check your recovery email inbox for the reset link. It will be delivered there since your primary inbox is inaccessible
Click the reset link, create a new password, and submit
Once you're back in, go to User Profile → Edit Details and update your primary email address to one you currently have access to. While you're here, verify your recovery email is also current. If it's outdated or still points to a work address, update it to a personal address you'll always have access to.
No recovery email on file? If you didn't set up a recovery email before losing access to your work address, self-serve reset isn't possible. Email support@pulley.com from any email address you have access to and CC a full admin from your company to help verify the request. If your account hasn't been activated yet, your company admin should be able to update your email address on your behalf before you've accepted your invitation.
After you log in
Once you're back in your account, update your details to prevent future lockouts:
Update your primary email if it has changed: User Profile → Edit Details
Add or update your recovery email if you don't have one on file: User Profile → Edit Details → Recovery Email Address
Troubleshooting
I'm not receiving the password reset email
Work through these checks in order:
Check your spam and junk folders in both your primary and recovery email inboxes
Confirm you entered your primary login email at the reset screen and not your recovery email address
If your work email no longer exists, see the No longer have access to your primary work email? section above
If none of the above resolve it, contact support@pulley.com
I don't know which email address I used to sign up
Check your email inboxes for the original Pulley invitation or welcome email, it will have been sent to your primary login address. If you can't find it, contact your company administrator directly with any email addresses you may have used and they can help identify the right one.
I don't have a recovery email set up and can't access my primary email
Self-serve reset isn't available in this case. Email support@pulley.com and CC a full admin from your company to help verify the request. If your account hasn't been activated yet, your company admin may be able to update your email address on your behalf.
Recovery email address field is grayed out or I can't edit it
This is expected behavior. Once a stakeholder has created a portfolio and accepted a security, the recovery email field can only be edited by the stakeholder from their own profile settings and the field will be grayed out from the admin side. If you are the stakeholder, make sure you're clicking Edit Details first before trying to update the field. If it remains uneditable after clicking Edit Details, contact support.