Overview
If a parent forgets the password for their Parent Portal Account, there are three ways they can receive a password reset email. Read on below for instructions on each one of these ways:
IMPORTANT: This article does not apply to the Single Sign-On option.
SSO accounts are connected to a person's email server. If password reset help is needed with SSO, the parent/guardian should be directed to work within their Google or Microsoft account where they will have specific reset options for their email account. Read more in our Overview of Parent Login Options: Manual Account Creation and SSO article.
Option 1: Parent Reset from Parent Portal Login Page
From the Parent Portal login page, the parent can click on the blue 'Forgot your password?' link below where they would normally sign in to the portal.
When this link is clicked, the parent will be prompted to enter the email address they used to create their account.
- Once they do so and click the Send Instructions button, they will receive the Reset User Password email, including instructions on resetting their password.
- IMPORTANT: The password reset link is only good for 2 hours until it expires. The parent will need to click on the link again after the 2 hours have passed.
- If the parent enters a different email address than what they used to create their account, they will be sent the Unknown Account email template, which lets them know there's no account associated with that email address.
Smart Thinkin'
A best practice is to brand these emails and update them with contact information.
Both the Reset Admin Password and the Unknown Account emails are located within Settings > Communication > Email Templates > Authentication Emails.
If the parent is not sure what email address they used for their account, you can help them out.
Navigate to the student's contact record, within the 'Parent Portal Access' page. The email listed there is the Parent's Portal email.
The email they used to create their account can also be found on the Parent Portal Accounts page.
Pro-Tip: This method also works for admins needing to reset the password for their Admin Portal Account. Simply navigate to the Admin login page (Settings > Portal > Admin Portal Accounts), instead of the Parent login page, and follow the same steps above.
Option 2: Admin Reset from Student Contact Record
If you want to send a parent a password reset email from your side, you can do so from the associated student's contact record within Households > Parent Portal Access.
- Locate the parent in the list of associated accounts, then click on the 'Reset Password' link in the Send Password Reset column.
- Once you have clicked the reset password link, you will be asked to confirm that you want to send this parent/email address a reset password email. You can then click 'OK' to proceed with sending the email, or 'Cancel' to go back.
- Make sure the parent knows which email account to check for the password reset email and to log in with on the Parent Portal.
Pro Tip: You can also see what email address the parent used to create their account under the Linked Account column on this page.
Option 3: Admin Reset from the Parent Portal Accounts Page
You can also send a parent a password reset email as an admin by navigating to the Parent Portal Accounts page (Settings > Portal > Parent Portal Accounts)
- On this page, you can click on the Filter Options link to search by name or email (by typing them into the box provided), then click the blue Apply Filter button to submit.
- Once you have located the parent/email in the list, click on the Reset Password link to the right of their name.
- Note: You can also use the Edit button on this page to update the parent's portal email address if they mistyped it.
Once you have clicked the reset password link, you will be asked to confirm that you want to send this parent/email address a reset password email. You can then click 'OK' to proceed with sending the email, or 'Cancel' to go back. Make sure the parent knows which email account to check for the password reset email and to log in with on the Parent Portal.
Learning More
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Password Reset for Admin Accounts:
- To learn how to send a password reset email to one of your admins/users, check out our: Admin Portal Accounts: Setup & Roles article.
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Parent Login Process:
- To learn more about the Parent Login Process, please check out our: Overview of Parent Login Options: Manual Account Creation and SSO article.
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