Resolving account issues

Can't access your account? Don't worry. We're here to help. Use the following steps to get your account back up and running.

Resetting your password

Forgot your password? We’ve got you covered. You can change your password on the login page.

1. On the login page, select Problems signing in?.
2. Select Reset password.
3. When prompted, enter your username and select Continue.
4. Complete any authentication. Your organization may require you to answer security questions or use a third-party authenticator like Okta Verify.
5. Enter and confirm your new password.
6. Select Change password.

You can now sign in to your account with your new password.

Retrieving your username

If you forget your username, you can easily retrieve it by following these steps.

1. On the login page, select Problems signing in?.
2. Select Forget user name.
3. Enter the email address associated with your IdentityNow account.
4. Select Send email.
5. Check your email for a notification that contains your username.

You can now sign in with your username.

Unlocking your account

You may get locked out of your account if you have too many failed password attempts. If this happens, you'll receive an email notifying you of the attempts and an estimated time for when your account will be unlocked.

If you don't feel like waiting, you can easily unlock your account by verifying your identity.

To unlock your account:

1. On the login page, select Problems signing in?.
2. Select Unlock account.
3. When prompted, enter your username and select Continue.
4. Choose an authentication method to verify your identity and select Continue.

After you’ve successfully completed the verification method, your account is immediately unlocked.