Instead of requiring security questions, we have simplified the process for updating a forgotten password.
1. Users can Click Get Started on the portal log in screen.
2. They are then prompted to enter their last name as well as their email, NRDS ID or License Number
3. The system will check for existing contacts match the provided criteria
If one is found the contact will see the message pictured above. If one is not found they will be prompted to create an account. So it is important the users know which criteria to use.
4. The password reset URL is created on the contact record when the customer clicks Continue on the portal.
This URL will work only once. It is created and available on the Contact record under the Portal tab. This information is then set in the forgot password e-mail template you have set up on your settings to send to users. You can check the sent e-mail by going to the Activities tab on the contact record. There you should see the Forgot Password E-mail sent by the system. If the contact claims they never received the e-mail you can copy the link from the contact record and send in a new e-mail.
The URL in the field will update if the forgot password e-mail is requested again.
5. When the contact clicks the URL it will take them to a password reset page.
If the URL has already been used, menaing the URL has been clicked on (even if the password was not updated), then the contact will receive an error message. They will need to go back to the Get Started screen on the profile log in page and start the process again and get a new e-mail with a new reset URL.
6. In addition to the above process, staff members can send users the reset password link by using the Reset Password wizard on their contact record
