If you haven't received the "forgot password" email after requesting a password reset, it could be because the email you provided is not linked to an account on this instance of Prevalent, or because you haven't registered your account yet - therefore no password exists - or you are supposed to sign in through a Single Sign-On method.
This article is here to help you troubleshoot in the event that you've already registered your account and don't use Single Sign-On. If you're unsure about these details, feel free to contact an Administrator or reach out to Prevalent Support for assistance.
This article is here to help you troubleshoot in the event that you've already registered your account and don't use Single Sign-On. If you're unsure about these details, feel free to contact an Administrator or reach out to Prevalent Support for assistance.
Troubleshooting Steps
1. Clear the Cache on your web browser.
2. Navigate to the instance of Prevalent you are attempting to log in to.
3. Click the "Forgot Password?" HYPERLINK.
4. Click on the email address FIELD and enter in the email address you have registered with.
5. Click RESET PASSWORD once.
WARNING: if you click this button multiple times then you will need to repeat Step 1 — 5
6. Please be aware that the "Forgotten password" link may take up to 2 hours to process, and it will not work if the email address is not linked to an account.
7. After 2 hours you have not received the email, check your Spam folder.
8. If this doesn't solve your issue, contact Support and provide the following details:
- the URL of the instance of Prevalent that you are trying to access.
- the web browser you're currently using (and version if possible).
- the affected email address.
Comments
0 comments
Article is closed for comments.