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Password Recovery and Reset options in the Learning Portal

  • Last updated on November 6, 2020 at 12:46 AM

Your Leaning Portal provides your users with two options when they have forgotten their password: 

  1. Recover your password
  2. Support request form

The Recover your password option allows users to automatically recover their password by entering the email address, username or mobile number associated with their account. This sends a response to the user via that email address. The user needs to know (and have access to) the linked email address for this to work. 

If your users do not have access to unique email addresses or mobile numbers, then the Recover your password option may not be the right option for you. If this is the case, you may hide this option; this will avoid the confusion for end users.
The Support request form allows the user to submit a support request to your nominated help desk contact by completing a form. It asks the user to provide their email address or phone number so that they can be contacted about their forgotten password. 

Configure the Password Reset options

The Show support form only toggle controls whether: 

  1. The Recover your password and the Support Request Form options are accessible to your users (toggled to NO); or
  2. Only the Support Request Form option is accessible to your users (toggled to YES).

You can find the Show support form only toggle under Configuration -> Portal -> Password Reset.  

An example of the Show support form only toggle is provided below. Please note that, as this is toggled YES in this image, the system is set up so that only the Support Request Form option is accessible to users:

An example is shown below of how the Forgotten Password option can appear on your Login page: 

An example of the Recover your password section in the Learning Portal is shown below: 

An example of the Support Request Form section in the Learning Portal is shown below: 

Configure SMS password reset

SMS password reset allows your learners to recover their password by sending an SMS to their registered mobile phone.

If password reset by SMS is enabled on your portal, Allow password reset by SMS will be set to Yes. Each SMS messages costs $AU 0.10, so please contact your CRM to enable this feature in your portal.

When SMS password reset is enabled, the password reset page will also display the Number of SMS resets used and Maximum number of SMS resets allowed. Your CRM can configure this to help you manage costs of your portal.

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