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How to Reset Password for Client's using Self Service

This lesson will show you how to reset password for clients using self service and to provide clients their username if they forgot (See How to Invite Clients to Use Self Service)


Click on the Clients link

Choose Client

Choose Client

1. Search for your client

2. Click on client's First or Last name

Clients Personal Information Page

Clients Personal Information Page

If a client forgot their username: Their username is below the Reset Password button, so you can either tell them their username or email it to them by clicking on the Send an Email button located at the bottom of the page.

If a client forgot their password: Click on the Reset Password button. A new password will be created and emailed to the customer. The customer will have to log in using that password. Once they log in they will be required to enter a new password.

Note: The Self-Service login page also has a “forgot my password link that your customers can click on to reset their password. The customer will have to enter their email address. The system will then match the entered email address to a single client in the database and then the system will reset the client’s password. It works the same as if staff reset the client’s password (explained above) only this link has the system try to find the client in the database. If the system finds more than 1 client with the entered email address, it will not reset anyone’s password and the client will have to call the facility to have their password reset.

(See How to Disable a Client from Using Self Service)

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