Request a reset code, verify it, create a compliant replacement password, and return safely to sign-in.
Who can do this
- Access to the registered email inbox
Before you start
- Know the account email address.
- Prepare a new password different from identity information and satisfying every on-screen requirement.
Steps
- Open Forgot Password, enter the registered email, and request the reset code.
- Check the inbox and spam folder for the six-digit code; the confirmation message intentionally does not reveal whether an account exists.
- Enter the code and continue. If it expired, request a new code and use only the newest message.
- Enter and confirm the new password; wait until every password rule passes before submitting Reset Password.
- After the success message redirects to Sign In, use the new password and complete two-factor authentication if enabled.
Fields and decisions
- The code verifies the reset request and is not the new password.
- The reset token is created only after code verification and should not be copied or shared.
- Password requirements include the live length and character rules plus checks against known identity data.
Finished when
- Password reset succeeds and sign-in accepts the new password.
- Older passwords and reset codes no longer authenticate the account.
What this changes
- Changes the account credential and sends security-related email.
- Existing sessions may require authentication again depending on security state.
Common problems
The reset email does not arrive.
Check spelling, spam, and filtering, wait briefly, then request one new code. The screen gives the same response for unknown emails to protect accounts.
The new password is rejected.
Read the first failing checklist item, remove personal information, and make both password fields identical.
The new password works but the portal still will not open.
The issue may be verification, approval, legal acceptance, or two-factor authentication rather than the password; capture the message and contact support.
Safety checks
- Do not request many codes or try multiple old codes.
- Support never needs the reset code, reset token, old password, or new password.
- Contact support if the registered inbox receives no reset message after one retry, the newest code is immediately rejected, or successful reset still returns an account-state error. Include email, timestamp, and error text only.
Owner: Fulfield Product Support | Content version: 2026.09.01.1 | Last verified: 2026-09-01