If you can't sign in to backoffice.understory.io, follow the steps below.
Step 1 — Check the email you're using
Make sure you sign in with the same email address that received your Understory invitation. If your team uses several email aliases (e.g. info@… and name@…), only the invited address will work.
Step 2 — Reset your password
Go to backoffice.understory.io.
Click Forgot password? below the login form.
Enter your work email and click Send reset link.
Open the email titled "Reset your Understory password" and click the link inside. It is valid for 30 minutes.
Choose a new password (minimum 10 characters, at least one number and one symbol).
If you don't see the email within 5 minutes, check your spam / junk folder. The sender is [email protected]
Step 3 — Confirm your account is still active
If the reset email never arrives, your user may have been deactivated. An admin on your team can check this:
In Understory, go to Settings → Team.
Look for your name and verify that the status is Active. If not, an admin can reactivate it.
See Manage Your Team in Understory for more on roles and access.
Still can't get in?
Write to [email protected] and include:
The email address you're trying to log in with
A screenshot of the error message (if any)
The browser you're using
We will typically reply within a few hours during business hours.
Note for end customers (people who booked an experience): This article is for businesses using Understory's booking system. If you booked a ticket through an Understory storefront and need help with your booking, please contact the experience provider directly — their contact details are in your booking confirmation email.