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I lost or forgotten my password or user ID

In the event that a locally managed user has forgotten their user ID or password, the system administrator can configure FileHold so that two links are available on the web client login screen and FDA login screen.

If a user has forgotten their user ID, they are asked to enter their email address. An email containing their user ID is emailed to them.

If a user has forgotten their password and wants to reset it, then the user is prompted to enter their email address and is sent a time-sensitive link in which they will need to use in order to reset their password. Once the link is clicked, the user is prompted to reset their password in the web client. If the time limit on the email expires, then the user will need to resend the reset password request from the login page.

An additional security measure can be put into place using a two-step verification process via a mobile phone. This will send a text message to the user’s mobile phone containing a PIN code. This code is needed to reset the password. See your system administrator for details.

If a mobile phone number is required to reset the password for the user, it can be set by a user in the User Preferences > Contact Information tab > Mobile field.

If your system administrator has not configured these options, you will need to contact them directly.

To request a forgotten user ID

  1. From the web client or FDA login screen, click the I forgot my user ID link.
  2. Enter your email address and click Recover.
  3. The message “If the address matches a local account in the system you will be sent an email with your user id” displays. Click OK.
  4. Your user ID is sent to the email address provided.

To reset a forgotten password

  1. From the web client or FDA login screen, click the I forgot my password link.
  2. Enter your email address and click Recover.
  3. The message “If the address matches a local account in the system you will be sent a time limited email with password reset instructions” displays. Click OK.
  4. An email is sent to the address provided. The email contains a time sensitive link to reset the password. If the link provided in the email is not used with a certain time period, the link expires and you will need to click I forgot my user ID link to be sent another password reset link email. See your system administrator for time limit details.
  5. In the email, click or copy and paste the link provided into a browser window.
  6. If you are not using the two-step mobile phone verification process:
  • Enter your User ID.
  • Enter your Password twice and click Save. You will now be logged into FileHold with your new password.

Reset password - no mobile verification

  1. If you are using the two-step mobile phone verification process:
  • Enter your User ID.
  • Enter your Password twice.
  • Select the Phone Number to be sent the verification code and click Continue. Only a partial phone number is shown in the list.

Reset password with mobile phone verification

  • Enter the 4-digit PIN that was sent to your phone and click Save. You will now be logged into FileHold with your new password.

PIN code entry for mobile verification