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Forgot password or invalid password, unable to receive verification code email?

When you encounter password verification failure when logging into your TNAS device, or are unable to receive the email verification code when using the forgot password feature, you can refer to the troubleshooting and resolution steps below based on your account type.

Applicable Models​

All models

Applicable Versions​

TOS 6, TOS 7

Issue Symptoms​

  1. After clicking "Forgot Password" on the TOS login page, you enter your email but never receive the verification code email;
  2. Or you enter your password and it shows an error, and you are unable to recover the password via email.

Solution​

This issue is usually caused by incorrect email configuration, intercepted emails, or account type restrictions. Please follow the steps below based on your account type.

I. For Superusers (the first user created after initialization)​

If the superuser has forgotten their password and the email configuration is incorrect, the priority is to reset only the password using the RESET button. If this method does not work, proceed with a system reinstallation and initialization.

Option 1: Reset Only the Superuser Password Using the RESET Button​

Applicable Scenario: Forgotten superuser account or password, unable to log in to the TOS system.

  1. Ensure the device is powered on and running normally.
  2. Press and hold the RESET button until you hear 1 short "beep" from the device buzzer, then release.
  3. Reconnect to the device and log in using the temporary account admin (with an empty password) on the login screen.
  4. After logging in, the system will guide you to reset your password.

Function Description
  This operation only resets the superuser password and will not clear system configurations, personal data, user accounts, or network settings.

Note

If you have also forgotten your superuser account name, the default admin account can be used to log in after resetting the password. You can view your superuser account name on the reset screen after logging in.

Option 2: Reinstall the System for Initialization​

  1. Power off your TNAS device;
  2. Remove all hard drives/SSDs;
  3. Power on your TNAS;
  4. Wait approximately 2 minutes until the network indicator light turns on, then use TNAS PC to search for your TNAS device;
  5. Clear your browser cache;
  6. Select the device and click "Login" to go to the "Initialization" page;
  7. When "No hard drives detected" is displayed, keep the NAS powered on and insert the hard drives.
  8. Follow the instructions on the webpage to install a new TOS system.

Special Model Instructions​

For some models where the system is installed on an M.2 SSD or with different hardware designs, the initialization steps may slightly differ from the general steps above. Please refer to the corresponding links below:

If you are using one of the above models, it is recommended to first refer to the dedicated guide in the corresponding link.

II. For Regular Administrators and Regular Users​

Please contact the TNAS administrator to perform the following:

1. Verify Your Security Email​

The administrator should go to Control Panel > Users, find your account, click edit, and ensure the "Security Email" field is filled with your currently accessible email address. If it needs to be modified, update and save it.

2. Reset Password​

  • Self-Service Reset: After completing the above settings, you can click "Forgot Password" on the login page, receive the verification code via the security email, and set a new password yourself.
  • Administrator-Assisted Reset: If you cannot reset via email, you can also ask the administrator to set a new password for you directly in the user editing interface.
Note

For regular users where the email reset password function is not enabled, please have the administrator log in to TOS, go to Control Panel > Users, and confirm in the settings that "Allow non-administrator users to reset passwords via email when forgotten" is checked. If it is not checked, please check it and save.