Retrieving A Username and Password

Retrieving Username and Password Online 

 

• Clients must click on the link that says “I don’t remember my username or password” just below the red Sign In button.

 

• The system will ask for the client’s email.  The email address they enter must match the email address listed in their account.
• Once a client has successfully entered the email address associated with their account, they will receive notification that their login information has been sent to their email address.

 

• The email will contain the client’s username and new password and login instructions.

 

Email not found in our Database

• If an email is not found, the client will see the following message:

 

 

More Than One Account Matches That Email Address

• If there is more than one account in our database associated with that email, the client will see the following message:

 

Resetting Password by Phone

Counselors do not have access to a client’s original password.

• To reset a password, select the change password option

 

 

• Provide the client with the system generated password.

 

 

• Counselors will then have the option to:
  • Use this password
  • Use this password and email to the client
  • Make a different password
  • Cancel without changing 

 

• Advise the client they can change their password once they have logged into their account.