I want to reset a user's password

  • Each user can reset their password by using the Forgotten your Password? link on the login page. The user must provide details to confirm their identity and will then be prompted to create a new password.

    If the user is unable to reset their own password the steps below can be carried out by an Administrator.

    1. Find the user on your Administration landing page, if you are unable to locate the user, you can Search for a user. Ensure you have the right user by double clicking on the user’s row to review their details, if required.
    2. Click Actions in the user’s row and select Manage security settings. The Manage security settings for this user screen is displayed, listing only those security settings you can currently change for the user.
    3. If your organisation has dual administration and there’s already a workflow item pending for the user, a message will be displayed to tell you that you cannot change the user’s security settings until the workflow item has been completed. 
    4. In order to protect the user’s security and that of your organisation, you need to confirm with the user that they have asked for these changes, and tick the box to confirm that you have had this conversation.
    5. Ensure Reset password is ticked.
    6. Complete any other security settings changes for the user, if required. 
    7. Once you’re ready, click Submit changes.
    8. Follow the on-screen instructions to authenticate the security setting change.
    9. If your organisation has single administration a message will be displayed confirming the user’s password has been reset. Click OK to close the message and return to your Administration page.

      If your organisation has dual administration, a workflow item will be created and another Administrator will need to review and approve the request before the password is reset. Click OK to close the message and return to your Administration page.
    10. Once the request is approved the user will be notified that their password has been reset and that they’ll need to create a new password. 

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