What's covered in this gude?:
Forgot or need to reset your password
Go to the login page. Navigate to the sign‑in page for your account and click Forgot your password?
Enter your login email. Provide the same email address you use to sign in.
Check your inbox for a reset email. You will receive an email titled password reset instructions with a link to create a new password. Reset emails are sent from the system’s support address. Make sure you check your spam or junk folder if the email doesn’t appear within a few minutes.
Click the reset link. Follow the link in the email and set a new password. Passwords usually require a minimum length (for example, eight characters) and a mix of uppercase letters, lowercase letters and numbers. Choose a strong password that you haven’t used before.
Tip: If you have trouble requesting a password reset, first make sure you are on the correct URL for your product or service.
Didn’t receive the password reset email
If you requested a reset but can’t find the email:
Confirm the email you used. The reset email is sent only to the address associated with your account. Verify with your employer or administrator which email is on your account.
Check your spam or junk folder. Many mail servers filter automated emails. Look for a message titled password reset instructions.
Whitelist the sender. Add the support or no‑reply address to your safe sender list and request the reset again.
Wait a few minutes and try again. Email delivery can take a few minutes. You can also resend the reset link from the login page.
Password reset link is expired or not working
Reset links are time‑sensitive and can expire or fail if they’re opened multiple times.
To resolve this:
Make sure you are clicking the link in the most recent reset email. If you requested multiple resets, only the latest email will work.
Open the link in a fresh browser window or an incognito/private session. Browser extensions or cached sessions can sometimes interfere with the reset process.
If the link has expired, return to the login page and request another reset. Delete older emails to avoid confusion.
Copy and paste the entire URL into your browser if clicking doesn’t work.
Tip: Reset links usually expire within a few hours for security reasons. If you can’t complete the process immediately, request a new reset when you’re ready.
Account locked after multiple attempts
Most systems temporarily lock accounts after several failed login attempts to protect against unauthorized access. If you see a message that your account is locked:
Wait for the lockout period. Typically you must wait 15–30 minutes before trying again. During this time you won’t be able to reset your password.
Reset your password. Once the lock expires, go to the login page and use the Forgot your password? link. Set a new password before attempting to log in again.
Check your login details. Ensure you’re using the correct email and password. Incorrect details will trigger another lockout.
Contact support if the lock persists. Your administrator can manually unlock your account and send a new invitation or reset link if necessary.
Change your password when logged in
If you know your current password and can log in, follow these steps to change it:
Go to your profile settings. In most applications you can find this by clicking your name or avatar and selecting My profile or Account settings.
Choose the option to change your password. Enter your current password, then enter and confirm your new password.
Save your changes. Your new password will take effect immediately. The next time you log in you’ll need to use the new password.
Tip: Avoid reusing passwords across different services. Consider using a password manager to store unique, complex passwords.
Check your login email and single sign‑on
Using the correct email is essential for both login and password resets. Only the email registered to your account (often the one your invitation was sent to) can be used.
If you can’t log in:
Confirm your email with your administrator. They can check the spelling and verify which address is attached to your profile.
Ask about single sign‑on (SSO). Some organisations use SSO, which requires you to log in with a specific work email or through a company portal.
Request a new invitation. If your profile is inactive or has the wrong email, your administrator can unlink the email and send a new invitation.
Two‑factor authentication (2FA) and password issues
If your account is protected by two‑factor authentication, you must enter both your password and a temporary code. Common issues include:
Invalid code errors. Codes from authenticator apps usually expire after 30 seconds. Enter the code promptly, and ensure the time on your phone or authenticator app is synchronized with your computer.
Email verification codes. If you’re receiving codes via email, they typically expire within a few minutes. Enter the code as soon as you receive it. You may need to refresh the page or request another code.
Can’t access your authenticator app. Many services offer backup methods such as sending the code to your email or using recovery codes. During login, choose Use an alternative authentication method and follow the prompts.
Remember me doesn’t work. Remember‑me settings are tied to the specific browser and device; clearing cookies, using a different browser or switching networks will require re‑authentication.
If 2FA issues persist, log out, remove the account from your authenticator app and then log in again to reset the setup.
Contact support
If none of the above steps solve your password issue:
Reach out to your employer or administrator. They can verify your account status, ensure you have the correct permissions and resend an invitation if needed.
Provide relevant details. Include your full name, login email and a description of the problem (e.g., “password reset link expired”, “account locked”).
Once your account is unlocked or the invitation is resent, follow the instructions in the email to set up your password and log in. Always use the URL provided by your organisation to avoid login errors