A user has 5 attempts at logging in to the platform before they are locked out and they will have to reset the account.

If a client has locked themselves out or forgotten their password, they can reset this by going to the login page and clicking on ‘Reset password’. 

N.B. the set password email has a 30-minute expiry window, so the client will need to be ready to complete this process straight away. 

The user will be prompted to enter their email address, DOB and last name. An email will then arrive in the client’s registered inbox with a button to ‘Set Password’. When the client clicks on this, a new internet window will open asking again for their email address, and then a Password. The password must contain a capital letter, 8+ characters and a number.

Upon entering this information the account will be reset and the client can then log in using their new password.

You can also reset the password for a client on their behalf via the platform. Simply navigate to their client record and click on 'Client Actions' in the top right hand corner, and you will see the option to 'Reset password', which generates an email to the client.