The user is not receiving the password change email
The user has successfully changed the password, but it is not working
Password change through the Menu
The user has tried to change the password through the Forgot password? function, but the password change has not been successful. Please check that the following points have been reviewed during the change. If all the actions below have been checked and the password change is still not successful, please contact our application support.
The user is not receiving the password change email
The user should enter the username (usually in the format of first name last name) in the Forgot password? function, not the email address, and additionally, check the spam folder of their email to ensure that the email has not been directly moved there.
The user has successfully changed the password, but it is not working
There is a slight delay for the password to be updated in the system. After this, the user should clear their browser cache and close the browser. Instructions for clearing the browser cache can be found here. If login is still not successful after clearing the browser cache and closing the browser, the user can try logging in with another browser or using the browser's private window.
Password change through the Menu
The main user is able to change the user's password through the Menu's user management. The update of the change made through the Menu usually takes approximately 1 hour to reflect. After this, the user should clear their browser cache and close the browser. Instructions for clearing the browser cache can be found here.
NOTE! The password changed through the Menu cannot be used to log into Heeros Mobile. Before logging into Heeros Mobile, the user needs to update the password through the My Account form.