Passwords are case sensitive.  Check the keyboard CAPS LOCK key.

Forgotten / Invalid Passwords

Many times your customers or staff will forget their passwords. They attempt to log in with their e-mail address on file (or short login code) and their password. If they get the password wrong, the system offers to email a password to them. If the system doesn't recognize their login, it tells them it would like to email their information but doesn't recognize them, to please call for assistance. They get 4 attempts at this, with offers of help each time. 

As a security measure, on the 5th bad login attempt, the user is locked out for 45 minutes. If they keep trying, the lock out clock restarts. After 45 minutes, they can log in again, assuming they have their valid login information at that time.

If you put the individual that is locked out 'in-focus' and click on the 'Prof' (profile) shortcut, you can see when their 'lock-out' period ends. The time appears in RED under the 'Additional System Information' section at the bottom of the profile. 

Resetting Passwords

Manager level and higher can 'unlock' a customer or staff by simply resetting their password. Reset a password from: 

1. Select Manage Tab.
2. Select User Security menu.
3. Locate the Reset Password/Change Customer Scheduling Authority option. Enter the last name and then press the Go button. 
4. The Reset Customer Password or Change Scheduling Authority screen will appear. Press the Click to Reset button next to the appropriate customer; the new password will then be shown on the screen. (For customers this is always the word "reset". For staff, it is "reset" with the addition of 2 or 3 numbers.) The new password is also automatically sent to the e-mail address on file.
5. When the customer or staffer logs in with the temporary "reset" password, they will be directed to immediately update to a new password. 

Staff level users can reset a customer password (if enabled in the Staff Parameters by an Administrator) and unlock a customer from the General Information section in the customer record.

Note: Resetting does not clear the lockout if the password is already the initial password of "reset". In this case the only option is to wait for the 45 minute lockout period to expire. 

Changing Passwords

Only an individual user can change their password.  Staff users cannot see or set passwords for customers, other than using the reset process above.

Customers / Members can change their passwords from their Profile Tab by selecting the Password option.

Staff users can change their personal password from their Home Tab / Personal menu by selecting the Change Password option.

05/25/11 cli