I forgot my password or the reset link does not work

If you have forgotten your MobilityManager password, or a password reset link is not working, this article walks you through requesting a reset, the rules a new password must meet, and what to do when a reset token has expired.

Request a password reset

1. On the login page, choose the password reset option and enter the email address for your account.
2. Submit the request. For your security, the system always responds with the same message: If an account with that email exists, a password reset has been initiated. This confirmation appears whether or not the email matches an account, so an attacker cannot use it to discover valid addresses.
3. Follow the reset instructions delivered through the channel your organization has configured. The reset token is never shown in the browser response; it is generated on the server and delivered separately.

Note: Single sign-on (SSO) users do not have a local password. If you normally sign in with a button such as Login with Microsoft, reset your password at your identity provider instead, not in MobilityManager.

Set your new password

When you complete the reset, you provide the token, a new password, and a confirmation of that password. The following rules apply:

• The password must be at least 8 characters long. If it is shorter, you will see Password must be at least 8 characters long.
• The new password and its confirmation must match, or you will see Passwords do not match.

A successful reset also clears any account lockout and the failed-attempt counter, so you can sign in immediately with the new password.

The reset link or token does not work

Symptom

You see Invalid reset token or Reset token has expired. Please request a new one.

Cause

• Reset tokens are valid for 24 hours from the moment they are issued. After that they expire.
• A token is single use and is tied to your email address, so an old token, a copied fragment, or a token for a different address will be rejected.
• Requesting a new reset replaces any previous token, so only the most recent one works.

Resolution

1. Start a fresh password reset request to generate a new 24-hour token.
2. Complete the reset promptly, using the newest link only.
3. If it still fails, confirm you are using the exact email address on your account and that the account is active. If in doubt, ask an administrator to reset your password directly.

Tip: If you are an administrator resetting another user, the admin reset sets the new password and clears the lockout in one step, without needing a token.

Related

• I cannot log in: a step-by-step checklist
• My account is locked: what to do and how an admin unlocks it
• Single sign-on (SSO) login fails: common causes