If your ACCESS HRA app password is being rejected, you can try the following solutions, based on NYC HRA's official instructions and recent reports:

1. Double-check your password and username
- Make sure you are typing your password and username/email correctly, paying attention to upper and lower case letters.

2. Reset your password
- If you’ve forgotten your password or it is not being accepted, use the “Forgot Password” option on the login screen to initiate a password reset. You’ll receive a code via text, voice call, or email that you must enter to create a new password2.

3. Do NOT create a new account if you already have one
- If you already have an ACCESS HRA account, do not create a new one. Use your existing email/username and reset the password if needed2.

4. Wait if your account is temporarily locked
- After multiple failed login attempts (usually five), your account may become temporarily locked for about 15 minutes before you can try again1.

5. Ongoing technical issues (as of June-July 2025)
- There are reports of users being immediately blocked or locked out again after changing their password, suggesting a possible ongoing technical problem with the app3. In this case, standard password reset may not solve your issue.

6. Contact ACCESS HRA Support
- If the above steps don’t work, or if you continue being locked out immediately after resetting your password, contact the ACCESS HRA Helpdesk:
- Email: [email protected]
- Include a screenshot of the error and describe what happens when you try to reset/login1.

7. Updating Profile Information
- Once you regain access, you can update your password and other account details by selecting ‘My Account’ > ‘Edit Username/Password’ in the app or website2.

Summary Table

| Problem | Solution |
|------------------------------------------|----------------------------------------------------------------------|
| Forgot password | Use ‘Forgot Password’ option to reset |
| Account locked after failed attempts | Wait 15 minutes, then try again |
| App keeps blocking after password reset | Contact ACCESS HRA Helpdesk and report the error |
| Unsure if you need a new account | Do NOT create a new account if one already exists |

Note: As of July 2025, some users are experiencing repeated lockouts immediately after resetting their password. This may be a technical issue beyond your control, and contacting support is the recommended step3.