In this article

• Guidelines for passwords

• I haven’t received the user activation or password reset e-mail.
• Every time I click on the password reset link, it says it is expired.
• I get a "Sorry, we're unable to process your request” error when I click on the password reset link.

This article covers general password guidelines, explains how to change a password, and how to fix common password issues.

Guidelines for passwords

Password security is crucial in today’s online world. Here are some general guidelines that can help you keep your platform secure.

Your password must:

Never use common words or personal information as a password (like a username or date of birth). Remember: the harder it is to guess, the harder it is to be hacked.

• Contain at least eight characters
• Contain lower and upper case letters
• Contain at least one number
• Be different from your last four passwords

• Change your password

Change your password

To change your password:

1. Go to the Login page.
2. Click on Forgot password.
3. Enter your e-mail address, then click on Send recovery link.
4. Check your e-mail inbox. You should receive instructions within a few minutes, including a password reset URL link which will allow you to complete the password reset process.
5. In that e-mail, click on Reset my password.
6. Enter the New password.
7. Make sure to Confirm new password.
8. Click on Reset password.

Fix common password reset issues

Here are some common issues encountered by our customers when trying to reset their passwords, and a few tips on how to solve them.

I haven’t received the user activation or password reset e-mail

If you have just created a user or requested a password reset, you should receive an e-mail providing instructions with a unique URL link that will allow you to complete the process. The link expires if not used within hours of requesting it.

If the e-mail has not arrived within 10 minutes, try one of the following:

1. Check in the rest of your e-mail folders: bin, spam, and custom folders. If you find the e-mail in the spam folder, whitelist our email address (move it into your inbox or mark it as ‘not spam’).
2. Make sure that there are no mistakes in your e-mail address.
3. Try changing your password again.
4. If you have tried all of the above, contact our Customer Support team.

I get a “Sorry, we're unable to process your request” error when I click on the password reset link

If you get this error message, your e-mail server or antivirus software may not trust our password reset URL.

To resolve this issue, check if your antivirus software or mail client has an option to protect you from “untrusted URLs”. Whitelist our e-mail address and the password reset URL domain (found in the reset e-mail).

Change your password

Once you complete the process, you will be directed to the Login screen.

Every time I click on the password reset link it says it is expired

You could encounter the “expired” error message if:

The password reset e-mails will arrive in chronological order, so the first e-mails will contain expired links.  Password reset links expire as soon as another password reset is requested. In this case, wait a few minutes and only click on the link in the very last e-mail you receive.

• You made the request more than 24 hours ago.

The URL link should be used within 24 hours; otherwise, it will expire. In this case, you will need to request a password reset following the steps in the Change your password section.

• Fix common password reset issues:

• You requested a reset several times, due to not receiving the e-mail at first.