1. An agent or manager has lost or forgotten their password.
Password forgotten/lost change for agent/manager and interested in reset it.
1. Click on the Settings icon (located on the lower-left hand side).
2. Click on the Users button on the toolbar on the left-hand side of the screen.
3. Afterwards, a list representing all the system users.
4. Select the user you would like to reset the password for and click on the relevant username.
5. A new page will appear displaying the User Settings.
6. Choose Change Password.
7. Put in a new password for that user who includes a minimum of 8 English-language characters, at least one capital letter, one symbol, and one numeral.
8. After entering the new password, type it in the text box titled Confirm Password and click on the Save button on the bottom of the window.
2. How can I check the OTP settings?
OTP (One-Time Password) Mechanism
Only agents with admin permissions can change other agents’ passwords or grant admin permissions.
Ensure that the agent’s email address is verified.
- This can be checked in the Agents screen. If the email is not verified, a button will appear to send a verification email.
- Agent need to answer the email sent in order to be verified.
When editing sensitive information (username, email address, or password) or when deleting an agent, the admin will have to go through an additional OTP with the code being sent to their email. Once verified, the admin has an hour to continue editing without an additional OTP required.
Example:
If John wants to change Eddie’s password, the OTP code will be sent to John’s email with a code that must be entered to complete the action.