WHO THIS IS FOR Anyone who cannot sign in to the portal, email, or VPN because of a forgotten password, expired password, or locked account. BEFORE YOU START • Know your work email address (the one you use to sign in here). • Have access to your personal phone or alternate email if your organization uses self-service recovery. • If you use an authenticator app for two-factor sign-in, keep that device nearby. WHAT TO DO 1. Open the support portal sign-in page and choose “Forgot password” (or your IT team’s published reset link). 2. Enter your work email. You will receive a time-limited link or code—use it within the time shown in the message. 3. Choose a new password that meets your organization’s rules (length, complexity, and no reuse of recent passwords). 4. Sign in again. If you are prompted for a second factor, complete that step in the same browser session. IF YOU ARE LOCKED OUT Accounts often lock after several failed attempts. Wait the cooldown period your policy defines (commonly 15–30 minutes), then reset the password once. If you still cannot sign in, open a ticket and include your email, approximate time of the lockout, and whether you are on office network or VPN. SECURITY TIPS Never share passwords or MFA codes with anyone—including IT. Legitimate support will never ask for your password in email or chat. STILL STUCK? Open a ticket with subject “Account lockout” and attach a screenshot of any error message (blur personal data if shown).