How Do I Reset a Family's Customer Portal Password?

IN THIS ARTICLE:
Learn about the options to reset a family's Customer Portal password within the Office Portal.

Why can't I manually edit the password?

To ensure that only parents have access to the family's Customer Portal password and therefore are the only ones who can electronically accept policies on behalf of the family or student, there is not a way to manually edit a family's Customer Portal password. (If the policy is marked as "Manually accepted" by a staff member due to the family having a signed, printed form on file, that action is also recorded in the Audit Log in case any questions come up later as to who accepted it.)

How do I reset the family's Customer Portal password?

There are two methods you can use to send the family a link to reset their own password:

  • Select "Reset Password Via Email" to send a password reset link via email to the primary email address on the family's account; similar to using the "Forgot Password" option from the Customer Portal. From this email, the family is then able to reset their own password
  • Select "Reset Password Via SMS" to send a password reset link via text message to the primary phone number on the family's account. (Note: This option is only available if you have SMS/Voice messaging enabled on your account and will cost one credit.)

For security purposes, the link in the email/text message will expire 30 minutes from the time it is sent.  If the family is unable to access the link within that time frame, they can use the "Forgot Password" option on the Customer Portal to generate a new one.

Resetting a family's Customer Portal password via Email

  1. From the FAMILIES page, click the pencil/edit icon next to the family's name.
  2. Scroll down to the "Emails" section of the Family Details and click "View More."
    PasswordReset01.png
  3. In the expanded Details section, click the RESET PASSWORD VIA EMAIL button.
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  4. Click YES to confirm that you wish to send the password reset email.
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Resetting a family's Customer Portal password via SMS/Text message

  1. From the FAMILIES page, click the pencil/edit icon next to the family's name.
  2. Scroll down to the "Emails" section of the Family Details and click "View More."
    PasswordReset01.png
  3. In the expanded Details section, click the RESET PASSWORD VIA SMS button.
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  4. Click YES to confirm that you wish to send the SMS message at a cost of one credit.
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Need More Assistance?

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