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Forgot Password

Instead of requiring security questions, we have simplified the process for updating a forgotten password.

1. Contacts Click Get Started on the portal log in screen.

2. They are then prompted to enter their e-mail.

They are then prompted to enter their e-mail.

3. The system will check for existing contacts with that e-mail address.

If one is found the contact will see the message pictured above. If one is not found they will be prompted to create an account. So it is important the users know which e-mail address to use.

4. The password reset URL is created on the contact record when the customer clicks continue on the portal.

The password reset URL is created on the contact record when the customer clicks continue on the portal.

This URL will work only once. It is created and available on the Contact record under the Portal tab. This information should be linked to in the forgot password e-mail template you have set up on your settings to send to users. You can check the sent e-mail by going to the Activities tab on the contact record. There you should see the Forgot Password E-mail sent by the system. If the contact claims they never received the e-mail you can copy the link from the contact record and send in a new e-mail.

The URL in the field will update if the forgot password e-mail is requested again.

5. When the contact clicks the URL it will take them to a password reset page.

If the URL has already been used, and by used we mean that the URL has been clicked on even if the password was not updated, then the contact will receive an error message. They will need to go back to the Get Started screen on the profile log in page  and start the process again and get a new e-mail with a new reset URL.

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