Password issues are a fairly common issue when handling large programs, and can be a frustrating issue to troubleshoot. Applicants may also have a frustrating experience as they may not understand how the password reset process works.
Some of the most common issues applicants will run into when attempting to reset their password are:
"I didn't receive a password reset email when I clicked on the forgot password button"
This is almost always caused by one of two things, either the email is being blocked by the applicant's spam filter and the email will be in their spam folder, or they are using a private email, and our email server needs to be whitelisted. You can find whitelisting instructions here.
"I received my password reset email, but the password doesn't work"
When the applicant has a temporary password and it is not working, this usually indicates that the temporary password was entered incorrectly. When you copy and paste there is a chance that you are copying a space at the beginning or the end of the password, which the system would recognize as an incorrect password. It is also possible that the applicant requested multiple password resets and is trying to use the wrong temporary password. We have made this easier to troubleshoot by putting a limit on resets, all users can only reset their password one time every 5 minutes.
"I do not know my password, how do I get a new one?"
A user, you can request a new password by clicking on the forgot password button.
This will send a temporary password to the user:
As an admin, you can also reset a user's password. Access your user table and find the user you wish to reset and click the reset button next to their name.
Password reset by text troubleshooting
When receiving your temporary password by text, it can sometimes be difficult to enter in the password. Copy and paste on mobile can be troublesome, sometimes when you copy and paste the temporary password you will get spaces. It can also by difficult to type in some of the characters while on a mobile device. If you run into issues with the text reset we highly recommend trying the reset again through email.