How do I recover or reset my password?

You forgot your password? No problem! We offer you the following options to request access data for your account:

1. Password request by e-mail:

Please use the "Forgot password" function under "Password?" on our site. Please enter your @eclipso email address in the field below. We will send you a link with further instructions to your alternative e-mail address stored in your account.

2. Password request via SMS:

If you have stored a mobile phone number, you can also request your new password via SMS.

3. I have neither a mobile phone number nor an alternative e-mail address, what can I do?
If you have not entered a mobile phone number and/or an alternative e-mail address, identification is necessary.

4. I don't know whether or which alternative email address I have stored in my account
If you have currently forgotten whether or which alternative email address you have stored in your account, identification is also necessary .

Please send us the following information:

  • Prename and surnames
  • Date of birth
  • Address
  • Alternative e-mail address or mobile phone number.
  • Copy of a valid, official ID document (identity card or passport - front and back).
  • An alternative email address that we may send with the instructions.

Important: Please send us proof that you have used the account yourself for the above information. This can be e.g. the header of an e-mail with date or other important information which is only known to you.

4. Password request by post or fax:
  • Please send us a valid copy of your ID (identity card or passport) and, if possible, the data you used to register (username, address, first and last name, possibly your mobile phone number)
  • We charge a fee of EUR 5.00 for processing. Please transfer the fee to our bankaccount in advance:

    IBAN: DE76760501010005281480
    Sparkasse Nürnberg

    Please enter your e-mail address or customer number as reference.
  • After receipt of the processing fee and the letter, we will send you your access data by post.
  • The processing fee is due for any changes to your user data that you want us to change on your behalf.

If a change to the user data is necessary, e.g. due to a change of residence, the user can edit and adapt this themselves in the customer area.

Please send us your request with your @eclipso e-mail address by mail, e-mail or fax to the following address:
Service Team
Fax: +49 (0)921 / 99 007 109
E-Mail: support [at]
Grubstr. 9b
95445 Bayreuth

Alternatively you can use our ticket system.

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