A user's password can only be reset from the ESS Sign In page. An Administrator or Manager cannot reset a password on behalf of a member.
As part of the reset password process, the user will be emailed a Verification Code. The Verification Code is valid for seven minutes, after which they will need a new code. Delays in receiving the email could be due to the email being blocked or quarantined by the receiving mail server as spam and it not reaching the user in time. If this is the case and you are using a work email address, you may need to contact your IT.
To reset a user's password, follow the steps below:
Get the user to open the ESS Sign in page.
Enter their Email Address or Username and click Next.
On the Enter password page, click the Forgot your password? link.
This will open the Verify your email page.
If the sign-in name is the email address, click Send Code.
If the sign-in name is not an email address, enter the email address before clicking Send Code.
An email containing a Verification Code will be sent to the email address associated with the user.
Enter the Verification Code on the Verify your email page and click Verify code.
After the code has been verified, the Reset your password page will open and the user can enter and confirm their new password and click Sign in.
Note: A password can only be changed once in 24 hours.