This walk-through fully explains the process for resetting your forgotten password. This process cannot be used for user accounts that have been deactivated, or locked due to exhausting the maximum number of failed login attempts.
NOTE- This manual is only applicable for users that have completed the Password Reset Utility. If you have not completed these steps, please contact Customer Support for assistance.
- Begin by clicking the "Forgot password" hyperlink-
- The email address and user name must both be entered as it was saved while completing the steps for the Password Reset Utility. Users have a maximum of 3 attempts before locking the account. The only way to unlock a user account is wait for the lock timer to expire or call Customer Support to have the account unlocked manually.
- You will see this message once your information has been confirmed-
- An email containing password reset instructions should be received within minutes. Be sure to check your email spam, junk or trash folders if you do not see this email. Click the reset token hyperlink to continue the process-
- Follow the instructions on the next screens. Remember, the reset token provided in the email will expire after 15 minutes-
- Enter the required information as saved to your specific user account-
- You will be prompted to answer of your three, randomly chosen security questions. An incorrect response will result in a second attempt using one of the two remaining questions-
- Congratulations! You have successfully navigated the Password Reset process and can now submit your new password. All passwords are approved based on the listed specifications-
- Once your password has been reset, you will be prompted to log into the portal using this new information-
- For security purposes, a confirmation email will be sent to you to confirm this process has been completed. Note- If you see this email without having completed the Password Reset process, immediately contact our Customer Support department directly 877-710-6999 or send an email to firstname.lastname@example.org.