Resetting your password
This article walks you through resetting your MobilityManager password when you have forgotten it or your account is locked. The reset uses a one-time token that is valid for 24 hours.
Step 1: Request a password reset
- On the sign-in page, choose Forgot password.
- Enter the email address for your account.
- Submit the request.
You always see the same confirmation: "If an account with that email exists, a password reset has been initiated." This message appears whether or not the email is registered.
Note: The neutral confirmation is a security measure. MobilityManager never reveals whether an email address belongs to a real account, so no one can use the reset form to discover valid accounts.
Step 2: Get your reset token
When your email matches an active account, MobilityManager generates a secure, single-use reset token and stores it with a 24-hour expiry. The token is delivered through the channel your organization has configured. In most deployments this is an email to your address. In on-premises deployments, an administrator may retrieve and pass the token to you directly.
Warning: The reset token is never shown in the browser response and is never returned by the reset form itself. Treat the token like a password. Do not share it, and use it only on the official reset page.
Step 3: Set a new password
- Open the reset page (from your email link or as directed by your administrator).
- Enter your email address.
- Enter the reset token.
- Enter your new password, then confirm it. Both entries must match.
- Submit to complete the reset.
Your new password must meet the password policy. When the reset succeeds, MobilityManager clears the reset token, resets your failed-attempt count to zero, and removes any active lockout, so you can sign in right away.
Common problems
| Message | Cause | What to do |
|---|---|---|
| Passwords do not match | The new password and its confirmation differ. | Re-enter both fields identically. |
| Password must be at least 8 characters long | The new password is too short or blank. | Choose a password of at least 8 characters. |
| Invalid reset token | The token does not match the account, or has already been used. | Request a new reset and use the latest token. |
| Reset token has expired. Please request a new one. | More than 24 hours passed since the request. | Start again from Step 1. |
Tip: If you sign in only through single sign-on, you do not have a local password to reset. Sign in through your SSO provider instead, or ask your administrator.
Related
- Password requirements
- Account lockout: what it is and how to recover
- Signing in with your email and password
- Single sign-on: an overview
