How to Help a User Who Lost a Password
Cogran allows for retrieval of the username or password on the login/sign-in form.
When the user follows the instructions on the sign-in form, an email will be sent to the email address used when the registrant last registered. This email is also called the prime contact’s email 1 address.
If the user does not receive an email containing instrutions, please instruct the user to check a spam or junk email folder for an email from DoNotReply@cogran.com.
If they did not receive this email, make sure that they are checking the inbox of the prime contact’s email 1 address. Two-adult households may have forgotten which adult’s email address is used for the email 1 address.
An administrator can view the email address on file.
- Navigate to Contact Management>User Security
- Search for the user
- Select the user
- Check the email address on file.
- If needed, update the email address and save
- If needed, check the box to reset the password. When the customer next logs in, she will be prompted to change her password. For detailed instructions on updating passwords, click here.