If you have trouble logging in, try resetting your password using the methods below. If you have issues, contact an admin (individual whose role it is to manage users) or if you use SSO, your IT team.

For more about logging in, see Login (legacy & SSO), Two-Factor Authentication (2FA), and Single Sign-On (SSO).

See:

▶️ Log in to AccountsIQ (1.1) - AIQ Academy

📗 Login (legacy & SSO)

Legacy Login users can reset their password via the Login screen, change it in the system, or get their admin to send a reset. 

See the video below for resetting your password:

User Resets Password from the Login screen

1. From the Login screen, click the Forgot your password? link.
   
2. Enter your Account ID, User ID, and email, and click Reset Password. 
   
3. You will receive an email containing a reset link. If the email does not come to your inbox, check your Junk/Spam folder. Click the link. The reset link is valid for 48 hours, after which you will need to generate another one.
4. In the password reset screen, enter your new password. Passwords must be at least 8 characters in length and contain a number, a capital letter, and a symbol (like $ £ € !). When you enter a strong password, the password text will show as green.
5.  Click Change Password. You will receive a confirmation message.
6.  Log in with your new password.

User Changes Password in the System

In the account layer, go to your user account icon in the top-right corner. Select Change my Password and change it there. Note: this will become unavailable if your account switches to SSO.

If the account is not locked, an admin can send a password reset. If the user received on-screen confirmation that the account is locked, the admin can unlock it as described below.

Admin Sends a Password Reset

If you are still unable to reset your password or have not received the reset email, contact your admin and they can do the following:

1. In the account layer, go to the Users tab.
2. In the Actions dropdown next to the user, select Edit.
   
3. Click Send password reset email to user. 
   

Admin Unlocks User Account

If a user cannot log in, their admin can check if their account needs to be unlocked. User accounts will be locked if a user has entered an incorrect password 10 times. After each failed attempt to log in, the user will receive an on-screen warning of the number of attempts left.

When accounts are locked, an email is automatically sent to all admin users alerting them of this activity. The user account will stay locked until the admin intervenes.

1. In the account layer, go to the Users tab.
2. Next to the relevant user, go to Actions and select Edit.
   
3. Click Unlock Account.
   

SSO Login users can reset their password via the Login screen. SSO is handled by Microsoft or Google, not AccountsIQ, so system password resets will not work. If you have issues with your SSO Login, contact your IT team.

Reset from the Login screen

1. Select either Microsoft or Google SSO.
    
2. Enter your email and click Log In.
   
3. Click Forgotten my password. You will receive a reset notification. Follow the instructions.