How to reset a users password
- Lisa Clancy
Firstly, if a user is having issues logging in to epaPRO, do confirm with them the URL they are accessing, as its possible that they may be logging on to the wrong instance of epaPRO.
If they are accessing the correct URL please check the UserName that they are entering matches their user in epaPRO.
If it does please direct them to the reset password page, using the specific link for your company e.g.
https://entercompanynamehere.epapro.co.uk/password/request
Once you enter the username, it will send an email with details to follow.
The link on this reset password email is valid for 15 minutes.
This is the same duration that the link is valid for on the “User Created” email
If the user cannot locate the email please try the following:-
Check the “Other” folder in Outlook as well as Junk, as it may be moved there by Outlook.
Clear the browser cache
Double check that if autofill is used, that this has been cleared and retry.
If that also fails, try using another web browser - we recommend Chrome initially.
If the user is Inactive and if you have the permissions, then you can edit their details and set them back to Active using the “Set EPA User Active” button.
Check that the user also has the “Login Methods” toggled to ON.
Now the user must complete a successful password reset.
On a successful login the failed attempts count will reset, however if they get it wrong, the account will relock and you need to restart by making them active again.
If issues persist: please log a ticket with support;
including the users email and user name
any specific errors they have seen (screenshot of the browser - ideally showing the URL field at the top of the screen and the error)
and confirm the email client and browser used.
Click here to log a support request.