What if a guardian has forgotten their password?

Learn how to assist a guardian who has forgotten their password

What's included in this article?

• Steps to assist your families
• Troubleshooting Tips

Steps to Assist Families

Step 1: Advise the guardian to navigate to your Log In page and click the "Forgot Password?" link near the bottom of their login screen, underneath the Login button.

Step 2: Once the "Forgot Password?" link is selected, they will be prompted to enter the email address or phone number that is associated with their account.

Step 3: The system will send an email to the guardian with instructions and a link to reset their password.

Troubleshooting Tips

1). Shorten the text message content:

• Issue: Guardians are reporting that when clicking the reset link from within a text message, they reset the password and attempt to Login, but are redirected to the “Forgot Password” screen again
• Update the text message content in the template to a very brief message such as: "Reset Password: {user.reset_url}"
• The shortened text message will use fewer characters when the URL is inserted and reduce the chance of exceeding the text character limit
• Template to edit: Forgot Password Email" located under Settings > Content/Letters > Email/Text Templates

Example of updated text message:

2). Confirm that Admin users in your site did not send the reset link email/text template via an ad hoc message:

• Issue: Guardians are reporting that the link to reset their password is expired
• If an admin user in your site sent an ad hoc email directly to the family using the email template: "Password Reset Required for SchoolMint Enroll Account", it is expected that the Reset Password link would cause an error
• Only links sent by the system to families who click "Forgot Password" from your Log In page will receive an active/usable link