Resetting my individual password & resolving log in issues
This article provides detailed information explaining how you can reset your individual password & aims to assist with resolving any login issues you may be experiencing.
Audience: All
Summary
The following list summarises the content within this article. Click on the links below to take you to the relevant sections:
- Incorrect Username or Password
- How can I reset my password?
- Multi-Factor Authentication (MFA)
- Remote Access issues
Incorrect Username or Password
If you have entered an incorrect Username and/or password when attempting to log in at the Individual Security level, a warning message will appear:
You have six attempts in which to enter the correct password. After the 6th attempt a warning message will appear asking you to wait and try again within a specified time:
N.B. The time specified for waiting before trying again is calculated based on the time it took you to make these attempts within a 1 minute period, and will therefore vary.
How can I reset my password?
There are a couple of methods in which your password can be reset as follows:
- Selecting the 'Forgot Your Password' button on the Individual Security login screen
- Requesting assistance from another Staff Member with the 'Edit User Accounts' privilege who will be able to access your Staff Account and reset your password. This is completed via one of two methods:
- Send Password Link - a 'Reset Password' link can be emailed to yourself, from which you can reset your own password via the link in the email, OR
- Reset Password manually - the other Staff Member will create a temporary password that you can use to log in initially, however you may be prompted to change this on your next login.
Each of these methods has been outlined in detail below.
'Forgot Your Password'
If you have forgotten your Individual Password you have the option to reset it using the 'Forgot Your Password?' button on the login screen:
Once the button has been selected, a new window will open.
Enter your 'Username' and select the 'Send Password Reset Link' button:
N.B. It is important that the correct Username is entered as per the configuration in your Staff Account, in order to trigger the reset email.
A confirmation message will display confirming 'We've sent you an email with a link to reset your password'.
The email will be sent to the email address which has been entered in your Staff Account. Locate the email in your usual email program, for example:
N.B. If you do not receive an email, remember to check your Junk/Spam email folder as it may have ended up in here.
Once you have opened the email, scroll to the bottom and select the 'Reset Password' link within the email:
Once the 'Reset Password' link has been selected a login screen will display with your Username pre-populated.
Enter a new secure password in the 'New Password' field which matches the criteria displayed, then enter it again in the 'Confirm New Password' field and select the 'Reset Password' button:
This will log you into SupportAbility automatically with the Dashboard visible, and a confirmation message will display briefly - 'Password successfully updated':
Requesting assistance from another Staff Member to reset my password
If you are unable to log in and require assistance resetting your password, a Staff Member with the 'Edit User Account's privilege will be able to access your Staff Account and reset your password, on your behalf.
This Staff Member will assist you in one of two ways:
- Send Password Link - an automated email will be sent to you with a link to reset your password, OR
- Reset Password manually - the other Staff Member will create a temporary password for you which you can use to log in initially, however you may also be prompted to change this on your next login.
Send Password Link
When the Staff Member resetting your password has selected the 'Send Password Link' method, SupportAbility will generate an email that will be sent to your email address as entered in your Staff Account.
This email contains:
- details about your organisation's Shared Username and Password, which is the first level of security required before entering or updating an individual password
- your Username and a 'Reset Password' link
- details of the System Administrator to contact if you experience any ongoing issues.
This email will be available in your usual email program. Open the email and select the 'Reset Password' link:
N.B. This reset link will only be available for a period of three days and cannot be reused to reset your password if it has already been previously used.
If the link is selected after the expiry date, or after it has been used previously to reset a password, a warning message will display advising this, but also provides the option to select a 'Send a new Password Reset Link' button which will trigger a new email with a fresh 'Reset Password Link' to be sent to you:
When accessing the 'Reset Password' link within the given timeframe, this will trigger the reset password window to open.
Enter a secure password matching the criteria outlined, in the 'New Password' field. Repeat this in the 'Confirm New Password' field, then select the 'Reset Password' button:
You will automatically be logged into SupportAbility and a confirmation message will briefly display on the Dashboard advising the password has been updated successfully:
Reset Password manually
When the Staff Member resetting your password has selected the 'Reset Password manually' option they will advise you of the temporary password they have created, which you can use to log in.
If they have selected the option to prompt you to change this password on your next login, you will be directed to the screen shown below advising you that 'Your organisation has requested that you set a new password'. This is required so that your password is private and secure and no-one else in the organisation is aware of it.
Enter a password matching the criteria outlined, in the 'Password' field, repeat it in the 'Confirm Password' field, then select the 'Change Password' button:
You will automatically be logged into SupportAbility and a confirmation message will briefly display on the Dashboard advising the password has been updated successfully:
Update password in 'My Staff Account'
Should you wish to update your individual password at any time, this can be completed in My Staff Account.
Once you have logged into SupportAbility, select 'My Staff Account' from the Dashboard:
Navigate to the 'Account Details' section on the 'User Details' tab:
Select the 'Reset Password' button:
The 'Reset Password' window will open.
Enter a new secure password in the 'Password' field which matches the criteria displayed, then enter it again in the 'Confirm Password' field and select 'Reset':
N.B. The password requirements are either the default system settings or those set by your organisation in System Preferences.
A confirmation message will display briefly - 'Password has been reset successfully'. Next time you log in remember to use your new individual password.
Multi-Factor Authentication (MFA)
If Multi-Factor Authentication (MFA) has been configured for your organisation and you have activated MFA for your Staff Account using an Authenticator App, the following will apply.
You will be required to pass the MFA step periodically when logging into SupportAbility, in addition to entering the Shared User details and your Individual User Security details i.e. individual username and password:
Detailed information on the recommended way to complete the MFA step is outlined in the MFA via Authenticator App - recommended section of the How to log in to SupportAbility once Multi-Factor Authentication (MFA) has been activated in your Staff Account article, linked below for reference.
If at any time you do not have access to your Authenticator App for the latest code and are, therefore, unable to pass the MFA step successfully, you can select the option to 'Request MFA code via email instead' as a fallback option:
It is important to note that the MFA code sent to an email address is only valid for a period of 10 minutes from the time it was requested. Additionally, when an MFA code is requested via email, an 8-digit code is provided to differentiate this from the 6-digit code generated by an Authenticator App.
Information outlining how to complete this step is available in the MFA via Email - fallback option section of the How to log in to SupportAbility once Multi-Factor Authentication (MFA) has been activated in your Staff Account article, linked below for reference.
Remote Access issues
If your organisation has configured SupportAbility to restrict remote access, and you are attempting to log in from a different IP Address (i.e. potentially from a Site other than where your Services are delivered or managed from) and your Staff Account has not been configured to allow remote access, you may be prevented from logging in and the following error message will display:
If you require assistance with remote access login, you will need to contact your System Administrator (contact details as outlined in the 'Remote Access Denied' message), or alternatively one of your SupportAbility Authorised Representatives.