Video guidance on resetting your own password:
User's can reset their passwords from the login page. Simply click the Forgotten Password link and they will receive an email with the steps to follow.
📌Note: The email times out after 10 minutes, however you can click the link to re-trigger the email.
Reset a password for another user
Video guidance on resetting another users password:
If you need to reset the password for another user, you can do so by following these simple steps.
Click Administration then click Users.
In the search box, enter the user’s name.
Click the envelope
button.
When you complete this, you will see a green confirmation message at the top of the screen. If you don’t, this might indicate that the registered email address is against two accounts.
📌Note: You need User Access rights to do this. If you don’t currently have these, speak to a colleague that does.
No green confirmation? Check for duplicate accounts
If the green confirmation message does not appear after clicking the envelope, follow these steps:
Go to Administration, then Users.
Search for the user using their email address, not their name.
Check whether two accounts appear with the same email address.
If two accounts exist, contact support via the Access Digital Assistant. Let us know the names and email addresses of both accounts and we will deactivate the old one.
Once the duplicate is deactivated, retry the password reset, you should now see the green confirmation and the user will receive the email.
📌 Note: This issue is common when a user has previously been set up as a referral agent and then added again as a full user, or when a user has registered themselves in addition to an admin created account. Deactivating the older account resolves it.