Forgotten password / unable to sign in

Checks and troubleshooting

Check the sign-in details first

Check the portal address, login name, keyboard layout and Caps Lock. Resetting a password will not fix an unavailable portal or a connection problem.

A user has forgotten their password

Ask your account administrator. An authorised administrator opens your user detail and uses Password reset. They give you the sign-in details through the agreed channel. You set your own password the next time you sign in.

The account administrator has lost access

Contact your software provider. Give the portal address and account identification; do not send your password. The provider will verify your authority to recover access and agree the next steps with you.

How access recovery works

The sign-in page does not provide self-service password recovery by email. A reset is performed by a signed-in, authorised administrator; a user who has lost access cannot initiate it themselves. This places recovery under account administration. The process alone does not establish multi-factor authentication or a specific support identity-verification procedure. A signed-in user can also reset their own password where the interface allows it; confirmation signs them out.