This guide offers steps to assist you in identifying and resolving any issues you encounter when attempting to reset your password for a specific Prevalent instance.
Click the statement that best describes your current position:
Scenario A. Receiving Email
A.1 Click the RESET LINK in the email or copy and paste it into a browser to access your unique and temporary password reset page.
A.2 Click the "email address" FIELD and enter in the email address that received the "Forgot Password Email" (ensure the address is spelt correctly with no errors).
A.3 Click the "password" FIELD and enter a password with a minimum of 10 characters or a (such as a passphrase of unpredictable dictionary words) with a mix of uppercase, lowercase, and special characters.
A.4 Click on the "confirm password" FIELD and carefully enter the same combination of keystrokes.
A.5 Click RESET PASSWORD.
A.6 Intended result: a green success flag populates in the lower right corner of the screen.
A.7 Error reasons and their solutions:
A.2 Click the "email address" FIELD and enter in the email address that received the "Forgot Password Email" (ensure the address is spelt correctly with no errors).
A.3 Click the "password" FIELD and enter a password with a minimum of 10 characters or a (such as a passphrase of unpredictable dictionary words) with a mix of uppercase, lowercase, and special characters.
A.4 Click on the "confirm password" FIELD and carefully enter the same combination of keystrokes.
A.5 Click RESET PASSWORD.
A.6 Intended result: a green success flag populates in the lower right corner of the screen.
A.7 Error reasons and their solutions:
- Too many failed attempts: return to your email and follow the reset link again.
- Password is not strong enough: increase the number of characters used, combination, etc.
- Password entered into both password fields are not matching: clear fields and try again.
- The reset link expired: you'll have to request a new one and use it within 59 minutes.
- The email provided is incorrect: clear field and try again.
Scenario B. Not Receiving Email
B.1 Clear your browser cache or open a different browser you have not used yet.
B.2 Update your browser to ensure it's fully up to date.
B.3 Navigate to the platform login page.
B.4 Click FORGOT PASSWORD?.
B.5 Enter your email address.
B.6 Click RESET PASSWORD.
B.7 If you don't receive an email within 30 minutes, move on to the next step.
B.8 The likely cause is that you are either an unregistered user, you are required to use the Single Sign-On method, or your account is disabled.
B.9 Unregistered user:
B.2 Update your browser to ensure it's fully up to date.
B.3 Navigate to the platform login page.
B.4 Click FORGOT PASSWORD?.
B.5 Enter your email address.
B.6 Click RESET PASSWORD.
B.7 If you don't receive an email within 30 minutes, move on to the next step.
B.8 The likely cause is that you are either an unregistered user, you are required to use the Single Sign-On method, or your account is disabled.
B.9 Unregistered user:
- Complete registration steps: check your inbox for an invitation email.
- Contact the individual who requested you to access the platform. If they have an account, they may be able to confirm your account status and invite you.
B.10 Required to use the Single Sign-On:
- If your company or organization require you to use SSO to log onto Prevalent then use the SSO button instead of "LOGIN" on the platforms login page.
- If you need assistance, please reach out to your internal IT or program administrator.
B.11 Disabled:
- Contact the individual who requested you to access the platform.
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