Resetting a Client Login (including if using 2FA)
- Debby Gibson
- Krystal Ratukore (Unlicensed)
If your Client has difficulties logging into their Portal, the easiest process is to resend the Welcome Email. When they click the login link, the following screen will display and their login code will prefill into the Login field (rather than BUS).
They can decide what type of login they want to use (the login type field). If the drop down on this field is selected, it will provide an option of either Password or Authenticator App (note they will need an app from their Apps store).
Using 2FA
If their Reset Password screen looks like the one below, it means that they have previously setup 2FA. If they did not want to use 2FA, we would suggest turning this off (deselect the tick) and then once they have logged into their Portal, to then turn this off (this is done via My Details / Login tab / remove the tick for “Use 2FA for password reset”.
If the Client does have 2FA set on Password reset, they must click the icon to the right of the PIN field, and the system will send either an SMS or an email with a PIN. The Contact record in your system must have a mobile phone number in the mobile phone field for the SMS to work.
They must then enter the PIN supplied on the email into the PIN field. Once they enter they will be able to login to the system.
