How to Reset Employee Passwords
EE passwords can be reset in two ways:
- An admin user can send a password reset email via the ee's Profile tab > Login Access > Reset Password button. We recommend verifying an ee's identify by confirming security answers (DOB and last 4 of SSN) if ee is requesting password reset over the phone. Otherwise, Skip Answers And Reset can be selected. This will send a password reset email to the ee, which includes a link specific to the ee for resetting a forgotten password. Note: Password resets automatically send to the ee's primary email address on file - displayed as Current Email under the Reset Password page. To send email to a different address, use the Requested Email field, which will override the ee's primary email on file.
- The ee can click on Reset a forgotten password from the main EN login screen. The ee will select the option for company employees, and then be prompted to input their username. The system will search the ee's record and send a password reset email to the ee's primary email on file. The ee will then follow the link included in the email to create a new password. Note: Only ees with emails in the system can reset their password this way.
How to Reset/Change Employee Usernames
EEs can change their usernames at any time by clicking on their name in the upper right of the header bar and selecting Change Username. Admin users can also change ee usernames by going to the ee's homepage (Employee Home Page option under the ee's Employee Management tab), clicking on their (admin user's) name in the upper right of the header bar and then selecting Change Username.
How to unlock an employee's account
After 5 login attempts using an incorrect password a user's account will be locked. To unlock the employee's account, an Agency or HR user can access the Locked Accounts link from the Company Home Page and click on the "lock" icon to unlock the account and initiate a password reset email to the employee.
Troubleshooting Password Reset Errors
Error: Invalid reset request token.
What it means: The ee is trying to access the password reset link in the reset email outside of the 4 hour window in which password reset emails are valid. An admin user or the ee will need to start the password reset process again.
Error: We cannot locate your records. Please contact your Administrator for help.
What it means:
- The ee hasn't registered yet, so a password reset won't work. To see if the ee has registered, go to the ee's Profile tab> Login Access. Registration Status will say User isn't registered if not registered yet. If the ee did register, this will indicate when the welcome email was sent and a username will be displayed for User's Login Name.
- EE is entering the incorrect username when trying to reset the password. Confirm username under the ee's Profile tab> Login Access> User's Login Name. Sometimes login name and primary email are different.
Q: How often are users required to change their password?
A: Employee Navigator requires users to change their password every 90 days.
Q: Can employees change their password?
A: Yes, ees can change their passwords at will by clicking on their name in the upper right of the header bar and selecting Change Password.
Q: How do I reset a password for an employee who doesn't have an email in the system?
A: An admin user must start the password reset process via the ee's Profile tab > Login Access > Reset Password button. After verifying ee identify or skipping answers to reset, the system will display the following text on screen: No email address available, password reset has been unlocked. Once unlocked, the ee can click on Reset a forgotten password from the main EN login page, and then select the "has your admin started the reset for you?" option. The ee will be required to verify their account by inputting first name, last name, company ID, last 4 of SSN and DOB. Once verified, the ee will be able to create a new password.
Q: Can admin users change ee's passwords?
A: No, admin users are not able to change ee passwords. They can only send an ee a password reset email as above.
Q: Can I do a bulk username/password reset?
A: No, we do not support a bulk reset tool for usernames or passwords.