Get back in when you forgot your password or username

Email yourself a link to choose a new portal password or your username, finish any second sign-in step the company requires, and what to do when the portal will not open.

On the portal Sign in page, the links Forgot password? and Forgot username? sit under the form. Their addresses end in /forgot-password and /forgot-username. The link in the reset email opens a page ending in /set-password.

Steps

If you forgot your password:

1. Select Forgot password?. The page is headed with the company's name.
2. Type your Username or email and select Email me a reset link.
3. Open the company-branded email headed “Reset your password” and select “Reset password”. The portal opens on Create your password.
4. Type a New password and again in Confirm password, then select Save and continue. The portal opens your account straight away. If it cannot sign you in on this device, the page shows You're all set.; select Sign in.
5. If the company requires a second sign-in step and you have none yet, the page shows Set up your verification method instead. Choose Authenticator app or Passkey, select Set up verification and follow the prompts; for an app, scan the code and type the code it shows, then select Verify and finish setup. The setup must be finished within 10 minutes.

If you forgot your username:

1. Select Forgot username?, or Find your username on the reset page.
2. Type your Email address, the one the company has on file for you, and select Email me my username.
3. Open the email headed “Your sign-in name”, select “Go to sign in”, and sign in with the username it gives you. See Sign in to the portal.

What you see

• The page always says that instructions were sent if an account matches. It never says whether the address is known, so no one can use it to guess your details.
• Setting a new password does not turn off any second step you set up. You still need your code or passkey after the password.

If something looks different

• No email arrives: check your junk folder, and make sure you typed the username or email the company has on file. If it still does not come, contact the company; they can send you a fresh sign-in link.
• The reset link says it has expired or was already used: request a new one with Forgot password?.
• “Reset your password” appears on the username page: use it if you forgot both.
• Your password is saved but the page says your access is not active: the company has paused your portal access. Contact them.
• We can't open that portal: the web address is wrong, or the company's portal link is no longer available. Check that you copied the whole link, then open it again. Still stuck? on that page means: ask the company that sent you the link for a new one.
• Share link retired or another message about a link that no longer works: see Open a file a company shared with you.