Reset the password for a Portals account

I want to...

I forgot the password I use to sign in to a Thentia Cloud Portal (Applicant Portal, Licensee Portal, Business Portal, etc.), and I want to reset my password and choose a new one.

Before you begin

• To reset your Portals account password, you will need access to the email address that is associated with the account. If you no longer have access to this email address, please contact your regulatory agency for help.
• If your account has been locked because you have answered your security questions incorrectly too many times, you will not be able to use these steps to reset your password, and must contact your regulatory agency for help.

Reset your Portals account password

To reset the password for your Portals account, follow these steps:

1. Go to the Portal page where you usually sign in to your account.
   • If you're not sure or can't remember which Portal to use, you can use any Portal to complete the password reset process.
2. Click the Forgot Password button:
   
3. Enter the email address that you use to sign in to your Portals account into the field and click Reset Password.
4. You will see a confirmation page indicating that a password reset email will be sent to you shortly if the email address you entered is associated with your account. Click Return to login and keep this browser window open.
   • If you have not received an email after approx. 10 minutes, try the suggestions provided on the page.
   • If the email address you entered is incorrect, you will not receive an email. If you're not sure which email address is associated with your Portals account, you can try the password reset process again with a different email, or you can contact your regulatory agency for assistance.
5. Check the inbox of the email address you entered. If it is the email associated with your Portals account, you should receive an email that contains a temporary password:
   
6. Return to the browser tab with the Portals login page (or click the button in the email to open the login page). Enter your email address as well as the temporary password and click Sign In.
7. After you sign in, you will be prompted to create new security questions for your account. Select the required security questions and answers and click Submit to proceed.
   • Remember that the answers to your security questions are case-sensitive: when answering a security question during the sign-in process, you must enter any upper- and lower-case characters in the answer exactly as you specified them when you set up the question.
8. Enter the new password you want to use with your account into the New password field, and enter it again into the Confirm password field. Before choosing a password, make sure to review the password requirements.
   
9. Click Submit to finalize your password reset. You will be signed in to your account, and will be taken to the home page of the Portal you signed in to.