Description:
If a user cannot remember their password or cannot log in to their account, you can send them a password reset email. The login page also offers self service if a password is forgotten.
Steps to resolve:
A password reset email can be sent to all users. Partners are the only account type who can change their own password through the web portal, or require Support assistance to send the reset email.
Company Admins can send the email to any company user and borrower (app user). Loan Officers can only send password resets to their app users.
Web:
- A common way to send a password reset email is from the app user page.
- Access the app user page by going to 'Contacts' -> 'App Users' under a specific Loan Officer.
- Use the 3 dot menu and select 'Send PW Reset Email'
- Or Omni Search the user's email and select the three dots below the "App User" section.
- For an Admin to send to a company user please go to 'manage users'->select user->3 dots->send PW reset email.
From app user page
From Omni search
Admin reset from Users section
The Reset Experience:
- User will get an email. Follow Reset Password link.
- Taken to prompt to change password.
- Once password is updated the user will be prompted to sign in again.
Self-Serve password reset:
- Users can reset own password following the "forgot your password" link.
- This will send the user the reset password email.
- Follow prompts to complete new password creation and be taken into account.
Additional Resources:
- The default criteria is "The Password must have at least 9 characters, one uppercase letter, one lowercase letter, and one number"
- Company Admins can work with Support to adjust this requirement