Summary
Users may encounter difficulties when trying to reset their passwords. The most common issues typically include:
1. The link in the password reset email doesn't work.
- That's usually because the link has expired. The link is only valid for 60 minutes from the time it was sent.
2. They are not receiving the password reset email.
- The main reasons for this can be:
- The email address entered is incorrect.
- The user does not in fact have a Moves + account.
- The user is selecting the incorrect institution on the Moves+ app.
- The password reset email is being blocked by their institution.
Pro Tip: As admin, you can check whether the user has entered the correct email and has an account in your Moves+ portal.
To rule out any user error, we would advise admins to reset the password for users if they have failed to do it themselves multiple times.
Step-by-Step Guide
1. Open your Moves + App (if you are logged in, please log out) and select the user's organisation. Click on 'I have forgotten my password'.
2. Enter the user's email address and click on Submit.
3. Request that the user check their emails and open/follow instructions in the password reset email that they receive.
Pro Tip: Click here to read an app User's Guide to Resetting their Password.