Changing your password
Update your password from inside the app, or recover via email if you've forgotten it.
Overview
Two paths: change while signed in, or recover via email if forgotten. Either way, the platform enforces password complexity (12 chars, mixed case, number, symbol).
Prerequisites
- Either knowledge of current password (in-app change) or access to your email (recovery)
Steps
Path A: change while signed in. Avatar → My Profile → Security tab → Change password.
Enter current password. Required to prevent unauthorised change if your session is hijacked.
Enter new password and confirm. Strength meter updates live; aim for "Strong" or "Very strong".
Submit. All other sessions sign out automatically. You stay signed in here.
Path B: forgot password. On the sign-in page click Forgot password.
Enter your Clinic Code and your email or username. Type them in Clinic Code and Email or Username, then press Send Reset Instructions. The reset link goes to your account's email address and expires in 1 hour. If your account has no email address, your clinic administrator is asked to reset your password instead.
Open the email and click the link. A reset page opens. (No email on your account? Your clinic administrator resets your password for you.)
Set new password and confirm. Strength rules same as in-app. Submit.
Sign in with the new password. All other sessions are invalidated; sign in fresh.
Expected outcome
- Old password invalid; new password works
- All other sessions terminated
- Audit log entry records the change with timestamp and method (in-app vs recovery)
Troubleshooting
| Symptom | Likely cause | Fix |
|---|---|---|
| Reset email never arrives | Spam or typo | Check spam; click Resend (limited to 3 per hour) |
| Reset link "Expired" | Older than 1 hour | Request a new one |
| New password rejected | Doesn't meet complexity | Re-pick: 12+ chars, mixed case, number, symbol |
| Same as previous password | Reuse blocked | Pick a fresh password (last 5 are remembered) |
| Locked out after wrong attempts | Too many wrong tries | Wait 15 minutes; or use forgot-password |