How to reset your password using the 'Forgotten your password' option as an account user

If you’re experiencing problems logging into your LMS as an account user, you may encounter a message that looks like the one below - please note: if you are a learner, see here for more information:

If you run into this, there's no need to panic. Just try the following:

1. Make sure you are using the correct URL - as you may be trying to login into the wrong area and therefore using the incorrect account url; as a user it should contain the '.../admin' at the end, and as a learner it shouldn't contain the '.../admin' at the end
2. Ensure you are not also logged in from another browser tab/window or device, if so, log out from there and try again.
3. Double-check that you're using the correct username/email address and that it is spelled correctly, (please note: only the username/email address that was added to the account will work, not any other addresses that you may also hold)
4. Check that you have entered and spelled your password correctly (please note: the system is case sensitive). If you're not completely sure, it's super easy to reset your password by clicking the Forgotten your password? Click here for help link at the bottom of the page.

If you need to click the 'Forgotten your password?' option, in doing so you will see this box appear:

1. Enter your correct username/email address and ensure it is spelled correctly, (please note: only the username/email address that was added to the account should be entered, any other addresses you may hold will not work. Due to data protection we cannot state that the email address does not exist so it may appear as though the username/email address was accepted)

2. Click the  button to submit your username/email address and the following box will appear:

NOTE: For security reasons, we show the 'An email has been sent...' message for every submission, in order to prevent phishing attempts.  However, you will only receive an email if the email address you submitted is on the system as an account user.

3. Check your inbox for the emailed instructions - important note: some email providers deem these emails as spam, so please also check your spam/junk box in case it is in there

You should receive an email that looks as follows:

4. Click on the long string link within this email which will direct you to a 'new password' reset login box, enter a new secure password of at least 8 characters, (there is an indicator below to guide how strong your password is):

5. Once you are happy, click on the  button to set this password, the following message will display:

and you will be taken straight into your account:

You can continue to access your account and once you log out your new password will be saved for the next time.