Forgot Password Process

Forgot Password Process

This manual is only applicable for users that have completed the Password Reset Utility 

This manual explains the process for resetting a forgotten password. This process is not applicable for user accounts locked due to exhausting the maximum number of failed login attempts, or deactivated.  

NOTE:  Users have a maximum of 3 failed attempts before locking the account. To unlock a user account you must wait for the lock timer to expire or call Customer Support to request the user account be manually unlocked.

  • Begin by clicking the "Forgot password?" hyperlink-

  • Use the email address saved in 'Utilities' > 'Manage Profile' > 'Manage Security Questions'. 

  • You will see this message once your information has been confirmed-

  • An email containing password reset link is received within a few minutes. Be sure to check your spam, junk or trash folders if you do not see this email. Once received, click the reset link to continue the process-

  • Follow the instructions on each screen. 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-

  • Once you have navigated the Password Reset process and you will be able to submit your new password. All passwords are approved based on the listed specifications-

  • SUCCESS!- Once your password has been reset, click the link to log into the portal-

  • For security purposes, once this process is complete you will receive a confirmation email.
NOTE:   If you see this email without having completed the Password Reset process, immediately contact our Customer Support department by phone at 877-710-6999 Option 1 > Option 1, or send an email to  

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