IN BRIEF
A guardian’s Customer Portal password cannot be manually edited by staff for security reasons. Instead, administrators can send the guardian a secure password reset link via email or SMS/Text message, allowing the guardian to reset their own password.
Overview
For security purposes, iClassPro does not allow staff to manually edit a guardian’s Customer Portal password. This ensures that only guardians can access their own password and electronically accept policies on behalf of their family or student.
If a policy needs to be accepted manually due to a signed, printed form being on file, staff can mark the policy as "Manually accepted". This action is recorded in the Audit Log in case questions arise later about who accepted the policy.
There are two methods to send a guardian a password reset link:
- "Reset Password via Email": Sends a password reset link to the email address on the guardian’s account, similar to the "Forgot Password" option in the Customer Portal.
-
"Reset Password via SMS": Sends a password reset link via text message to the phone number on the guardian’s account.
- This option is only available if SMS/Text messaging is enabled on your account.
- Sending the message costs one SMS credit.
Important Notes
- For security purposes, the link in the email/text message expires 30 minutes from the time it is sent.
- If the guardian cannot access the link within that time frame, they can use the "Forgot Password" option on the Customer Portal to generate a new link.
Accessing the Feature
- From the main navigation menu, go to the FAMILIES page.
- Locate the family whose guardian needs a password reset.
- Select the pencil/edit icon next to the family’s name to open the family details.
Step-by-Step Instructions
Resetting a guardian’s Customer Portal password via Email
- From the FAMILIES page, select the pencil/edit icon next to the family’s name.
- Locate the correct guardian profile card.
- Each guardian is listed on a separate profile card.
- Guardians with login access to the Customer Portal are identified with the "Can Log In" flag.
- On the correct guardian profile card, select the "Actions" button (three dots).
- Select "Reset Password via Email".
- Select YES to confirm you want to send the password reset email.
Resetting a guardian’s Customer Portal password via SMS/Text message
- From the FAMILIES page, select the pencil/edit icon next to the family’s name.
- Locate the correct guardian profile card.
- Each guardian is listed on a separate profile card.
- Guardians with login access to the Customer Portal are identified with the "Can Log In" flag.
- On the correct guardian profile card, select the "Actions" button (three dots).
- Select "Reset Password via SMS".
- Select YES to confirm you want to send the SMS message.
- NOTE: Sending the SMS message costs one credit.
Troubleshooting & FAQs
-
Why can I not manually edit a guardian’s Customer Portal password?
- For security reasons, iClassPro does not allow staff to manually edit a guardian’s password. This ensures that only guardians can access their password and electronically accept policies on behalf of their family or student.
-
Why do I not see the option to reset a password via SMS/Text message?
- The "Reset Password via SMS" option is only available if SMS/Text messaging is enabled on your account.
-
What should I do if the guardian says the reset link expired?
- Password reset links expire 30 minutes after they are sent. If needed, send a new reset link, or have the guardian use the "Forgot Password" option on the Customer Portal to generate a new one.
-
Does sending a reset link via SMS/Text message cost anything?
- Yes. Sending a reset link via SMS/Text message costs one SMS credit.