What's happening
Login problems are one of the most common things bidders bring to their auctioneer, especially right before an auction closes. You can't reset a bidder's password for them — HiBid accounts belong to the bidder — but you can walk them through the reset in under a minute and spot the two situations where the reset won't work.
What to tell your bidder
Walk them through the standard reset:
Go to HiBid and click Sign In (top left on desktop; on mobile, tap the profile icon in the top right, then Sign In).
Enter the username or email address on the account.
Click Reset Your Password, confirm the email address, and click the Reset Password button.
Check their inbox for an email from [email protected] and follow the link to set a new password.
If the reset email doesn't arrive:
Wait a few minutes — repeated clicks in a short span can delay delivery.
Check spam, junk, and promotions folders.
Make sure they're checking the inbox actually tied to the account — a very common miss is monitoring the wrong email address, or entering an address that has no HiBid account (no account means no reset email is sent).
You can also send them HiBid's illustrated guide: Resetting Your Password.
What you can check
Confirm which email address is on their registration with you. If they're trying to reset with a different address, that explains both the failed login and the missing reset email.
Look for an Apple relay address (@privaterelay.appleid.com). Bidders who signed up with Sign in with Apple often can't receive reset emails — see When Your Bidder Signed Up With an Apple Relay Email.
When to contact support — and what we check
Contact us if the bidder has followed the steps, is using the correct address, and still isn't receiving the reset email — we can check whether the email was sent, delivered, or blocked, and whether the address is suppressed on our end. Send us the bidder's email address. For account-level issues (they can't remember which email they used, or believe their account was compromised), the bidder should contact HiBid support directly so we can verify their identity.