On occasion a user may be unable to use the self service password reset, in this situation we will need to manually assign them a temporary password that they can use to login.
WARNING: if a user is claiming that they are unable to access their account and the email they are contacting us from does not match the email we have on-file for their account please ask them to contact us from the email that we do have on-file for their account to verify their identity. Also feel free to ask what email they are attempting to login with. Users often forget what email they registered with.
step 1: Locate the users account
Sign into USI and navigate to the 'Accounts' view, search by email using the top email field, if you are unable to locate them by email use the top field 'search for' and input their name and click search
Step 2: Set Their New Password
right click on the user and go into 'tools' > 'change internet password'
a dialogue will now appear where we can create a password for the user.
create a random password containing a variety of lowercase, uppercase and numeric characters of at least 8 characters.
You can also use this tool provided by last pass to easily create a temporary password for them
in your email to them notifiy them that they should now be able to use the password reset functionality on the portal to set their own password