Resetting a Forgotten Password

If you can't remember your password, you can ask the portal to email you a reset link. You do not need to be signed in to do this. The link works for one hour after you request it, and it can only be used once.

If you do remember your current password and just want to change it, use Changing Your Password instead - it's quicker.

• You'll need access to the inbox of the email address on your account. The reset link is sent there.
• The link expires one hour after you request it.

1. Open the login page at /login in your browser.
2. Below the Password field, on the right side, you'll see a small link that says Forgot password?.

3. Click Forgot password?. You land on the Forgot password page, which has a single email field.

1. Type your account's email address into the email field.

2. Click Send reset link.

3. You'll see a message: "If that email is registered you will receive a reset link shortly."

The portal shows this same message whether or not the email matched a real account. That's on purpose - it stops bad actors from using the form to check whether a given email has an account.

Open your inbox and look for the reset email. If it's not in your inbox after a minute, check your spam or junk folder. The email comes from the portal's notification sender and has a single button (or URL) that points back to the portal.

Click the link or button in the email. Your browser opens the Reset Password page. The reset token is already filled in for you, baked into the URL.

1. New password [1]: type the password you'd like to use from now on. It must be at least 8 characters. A thin colored bar under the field gives you a live quality reading as you type (red is weak, yellow is okay, green is strong).
2. Confirm password [2]: type the same password again, exactly.
3. Click Set new password [3] at the bottom. The button stays grayed out until both fields are valid and match.

You'll see "Password updated. Redirecting to sign in…" and the portal sends you to /login after a couple of seconds. Sign in with the new password.

A few things can make a reset link fail. The error message tells you which:

• "Invalid or expired reset link" or "Invalid or expired reset token" - the link is older than one hour, or someone (you or somebody else) has already used it once. Go back to /forgot-password and request a fresh link. The old one is permanently dead.
• "Invalid reset link. Please request a new one." appearing before you've typed anything - the URL is missing its token. This usually happens when an email client breaks the link in half. Open the email again, copy the full link, and paste it straight into your browser's address bar.

Once you've successfully reset your password:

• Every other device you were signed in on gets signed out the next time it checks in with the portal.
• A "Password changed" notification goes out to your email.
• Your reset link is used up - it can't be used again, even within the hour.