How to Reset a Forgotten Customer Portal Password
If you cannot remember your Customer portal password, you choose a new one yourself with Forgot password on the sign-in page. For your protection, your sign-in is then switched off until your service provider checks that it was really you and switches it back on. The portal does not send you an email or a reset link.
How do I reset my Customer portal password if I have forgotten it?
On the Customer portal sign-in page, select Forgot password, type your email address and a new password twice, and select Forgot password again. Then contact your service provider: your sign-in stays switched off until they switch it back on, and after that you sign in with your new password. No email is sent at any point: the Customer portal never emails a reset link, so there is nothing to wait for in your inbox. There are no security questions and no code sent to your phone either: your email address and the new password are all the screen asks for.
- Open the Customer portal address your service provider gave you.
- Select Forgot password under the Sign in button. The page's heading changes to Choose a new password.
- Type your email address in Email address.
- Type a new password of at least eight characters in New password, and the same password again in Type it again. Select Show beside New password to see what you typed in both boxes, and Hide to cover them again.
- Select Forgot password. While it works, the button reads Changing it….
- Contact your service provider and ask them to switch your Customer portal sign-in back on.
The page goes back to Sign in and says: If that address has a sign-in, its password is changed and the account is now inactive. The company will switch it back on. The Forgot password screen warns you of this before you start: Your account is switched off when you do this, so that the company can check it was really you. They will switch it back on.
How do I change my Customer portal password?
There is no change-password page inside the Customer portal, so there is nothing to look for in the menu once you are signed in. To change your password, either ask your service provider to set a new one for you, or use Forgot password on the portal's sign-in page.
- Ask your service provider — they can set a new password on your sign-in and tell you what it is. Your sign-in stays switched on, so you can use the new password straight away. Any browser where you were already signed in is signed out, so sign in again there with the new password.
- Use Forgot password yourself — select Sign out at the bottom of the menu (on a phone it is not in the row along the bottom, so turn the phone sideways: on a screen that is wide enough, the full menu appears down the side), then on the sign-in page select Forgot password, type your email address and your new password twice, and select Forgot password again. This works even though you still know your old password, but your sign-in is switched off until your service provider switches it back on, so you cannot sign in until you have contacted them.
Set your password on the sign-in page is only for a sign-in that has never had a password. Used on an address that already has one, it says "That address already has a password. Sign in, or use Forgot password." and changes nothing.
Why is my Customer portal account switched off after I reset my password?
Anyone who knows your email address could type a new password on the Forgot password screen, so the Customer portal switches your sign-in off straight away. Your service provider switching it back on is the check that the request really came from you. Until they do, signing in shows Access has not been granted for that sign-in. The company has to switch it on. Your old password stopped working the moment you chose the new one, and you cannot go back to it: once your sign-in is back on, sign in with the new password. You are not emailed when your service provider switches it back on, so try signing in once they tell you they have done it, and contact them again if the same message still appears.
Resetting also signs you out of the portal on every browser and device where you were signed in.
If you did not reset your password yourself and your usual password is suddenly not accepted, somebody may have used your email address on the Forgot password screen. Choose a new password yourself with Forgot password, then ask your service provider to switch your sign-in back on.
What if somebody else used Forgot password with my email address and I cannot sign in?
Choose a new password yourself with Forgot password on the Customer portal sign-in page, then ask your service provider to switch your sign-in back on. Forgot password asks only for an email address and a new password, so anyone who knows your address can use it: it replaces your password with the one they typed and switches your sign-in off. Your usual password then gets That email and password were not accepted. Check them and try again., not a message about access, because the password is checked first.
- Select Forgot password on the sign-in page, type your email address and a new password twice, and select Forgot password again. This works even while your sign-in is switched off, and the password is now one only you know.
- Contact your service provider, tell them somebody else reset your password, and ask them to switch your sign-in back on.
- Sign in with the password you chose, once they tell you it is back on.
Or ask your service provider to set a new password for you and tell you what it is. Ask them to switch your sign-in back on as well: setting a password does not switch a sign-in on by itself.
Warning: Make sure the password is changed before your sign-in is switched back on. If your service provider only switches it back on, the password the other person chose still works.
Why doesn't the Forgot password screen tell me whether my email address was right?
The Customer portal gives the same answer on the Forgot password screen whether or not that email address has a sign-in, so nobody can use the page to find out which addresses have one. If you are not sure which address your service provider set up, ask them.
The only messages that stop the reset are about the form itself:
- Enter your email address. — the Email address box is empty.
- Enter your ABM password. — the New password box is empty.
- The two passwords are not the same. — New password and Type it again differ. Select Show beside New password to see both boxes, correct them, and select Forgot password again. The two boxes are compared on the page before anything is sent, so nothing has been changed.
- Choose a password of at least eight characters. — the new password is too short.
- The server is busy signing people in; try again in a moment. — you tried again very quickly. Wait a few seconds.
Can my service provider reset my Customer portal password for me?
Yes. Your service provider can set a new password on your Customer portal sign-in and tell you what it is. A password set this way does not switch your sign-in off, so as long as your sign-in is switched on you can sign in with it straight away. This is an alternative to the Forgot password screen, which you use on your own and which switches your sign-in off until your service provider switches it back on.
Either way, contact your service provider if you are locked out: they are the only ones who can switch a Customer portal sign-in back on.