Can an applicant or licensee change their email, password, or security questions themselves?

Question

Can an applicant or licensee change the email, password, or security questions for their Portals account themselves, or do they need to contact the regulatory agency for help?

Answer

Portals users can self-serve to change these account details.

If they can log in to their Portals account, they can change their email, password, and security questions using the Account Details page in any Portal. See Change the email, password, or security questions on your Portals account for detailed instructions.

If they are not able to log in to their Portals account, they can use the password reset function: see Reset the password for a Portals account for detailed instructions.

Note that if a user has locked their Portals account because they have answered their security questions incorrectly too many times, they are not able to self-serve, and they must contact the regulatory agency to manually unlock the account before they can log in again.