Reset Password

Users can reset their passwords on their own. To enhance security, every password reset—whether through the ‘Forgot Password’ or ‘Change Password’ interface—must meet specific criteria for AppZen to accept the new password. The requirements are:

• At least 10 characters in length
• At least one uppercase letter
• At least one lowercase letter
• At least one special character (e.g., !@#$%^&+=* )
• At least one digit
• Avoid commonly used terms such as the application name, username, organization name, or email address.

Ensure these conditions are met to create a strong, secure password. Then, click the ‘Reset Password’ button to complete the process. 

Step by step procedure to reset the password

1. Click the Forgot password link on the AppZen login page to reset the password.

2. Enter the email address that needs a password reset.
3. Click Send Email.

The system displays a notification confirming that the email has been sent.

4. Log in to your email account to access the message containing the password reset link.
5. Click the ‘Click here to reset password’ link to begin the password reset process.

6. Enter your new password.
7. Re-enter your new password to confirm.
8. Click Reset Password to complete the process.

The system displays a message stating "Password changed successfully for user xxxxx," and also sends a confirmation email regarding the password change.

9. Click the ‘Login here’ link to navigate to AppZen’s login page.

Multiple password reset requests

Users who initiate multiple password reset requests will receive a notification stating:

Multiple password reset attempts detected. Password reset is temporarily locked. Please try again in 20 minutes.

If the system displays this message appears, users must wait 20 minutes before attempting to reset their password again.

Troubleshooting and frequently asked questions

• I'm not receiving the password reset email. What should I do?
  
  Most reset emails arrive within a few minutes. If yours hasn't:

• Reset emails are sent from admin@appzen.com. Check your Spam, Junk, Clutter, and Quarantine folders, as well as any inbox rules or filters that might divert the message.
• Ask your IT team to allow-list (safe-list) the appzen.com domain and the addresses  admin@appzen.com.
• Confirm you entered the exact email address registered with your AppZen account, with no typos and the correct domain.
• If more than one AppZen account or profile is tied to the same email address, make sure you are resetting the correct account.
• If you still don't receive the email after about 20 minutes, contact your System administrator.

• I see "Please contact your SSO provider for password reset," but my organization doesn't use SSO.

• This message means your account is currently set to sign in through Single Sign-On (SSO), so your password is managed by your company's identity provider and the Forgot/Change Password flow is disabled in AppZen.
• If your organization does use SSO, sign in or reset your password through your company's SSO/identity provider rather than through AppZen.
• If your organization does not use SSO (or has disabled it) and you still see this message, your account's authentication setting needs to be updated. Contact your System administrator to confirm your organization's login configuration. 

• I changed my password successfully but still can't log in.

• Enter your username/email exactly as registered and your new password exactly as set. Watch for Caps Lock, extra spaces, or a saved/autofilled old password.
• Confirm you are signing in at the correct AppZen URL for your environment.
• Clear your browser cache, or try an incognito/private window or a different browser.
• If login still fails, request a fresh reset using Forgot Password. If the problem continues, contact your System administrator.

• All the password requirements show green, but my new password isn't accepted.

• Make sure the password does not contain commonly used terms such as the application name, your username, your organization name, or your email address. These are rejected even when all the character rules are met.
• Do not reuse a recent or previous password.
• Remove any leading or trailing spaces, and make sure the password and confirmation fields match exactly.
• Password reset and account activation links typically expire after a period and can be used only once. If your link may have expired or was already used, request a new one from the login page and try again.
   

• I'm an administrator. How do I reset another user's password?

• For security, AppZen passwords are self-service: administrators cannot view or set a password on another user's behalf.
• Ask the user to reset their own password using the Forgot Password link on the login page, following the steps above.
• If the user can't complete the reset (for example, they aren't receiving the email or they see an SSO message), confirm their account email and login configuration.

• My account is locked. How do I unlock it?

• If you requested several password resets in a short time, the reset is temporarily locked for 20 minutes (see Multiple password reset requests above). Wait 20 minutes and try again.
• For any other type of lockout, contact your System administrator.
   

• I no longer have access to the email address on my AppZen account.

• Reset links are sent only to the email address registered on the account, so that address has to be updated first.
• Contact your System administrator to update the email address on your profile.

Article Reference Number: EA_RPASS_14/11/2024