We don't have the ability to reset your profile password in the new IdP (Identity Provider) system.
Assuming you are using the correct username or email address, make sure that you are using the correct password for the identity profile you are trying to log into, since each of your identities may have a different password. Also, ensure that the Caps Lock key is not on.
Resetting my password
If you forget the password for a profile, you can still get to the password reset option.
- Return to the login page for the identity in question and choose the "forgot password" option.
- Enter your username or the corporate email address that the HR system (Insite) has on file.
- Check the “I’m not a robot” box and then the Continue button. (If you do not see a popup window saying that an email has been sent to an address that is partially masked with asterisks (*), then you have not entered a correct username or email address.)
- If you don't have access to your corporate email account, notice that there is a "Use Alternate Methods" option on the lower edge of the popup windows. Selecting that should list options to send the reset code to other email accounts or phone numbers you have on file including to a spouse's or manager's email accounts.
- If you chose an email address:
- Look for an email in your corporate account. If you choose an alternate email address, check that account's Inbox. If you didn't see an email, please check your spam/junk mail folder first.
- Use the “set a new password” link in that email.
- This will open a new browser page where you can change your identity password.
- Once the password has been reset, you may delete the email that was sent to you.
- If you chose to send a code to your phone (one of the alternate methods), a window will popup asking for the code that will be texted to that number. The verification code is valid for 5 minutes.
Is the password for each identity the same?
Each identity/icon (SIL, JAARS, Other Partners, Wycliffe) will probably have separate passwords. Though you may have set multiple identities to use the same password at one time, realize that passwords are not synchronized across profiles. Changing the password for an SIL profile, for example, will not change the passwords for any other profile you have set up. As a best practice, we advise you to NOT use the same password and to never use the same password for more than one site.
How long is my password good for?
The lifetime for a standard password is 1 year. When people enable 2-Step Verification on their account, their password is extended by 4 years to a total of 5 years before they will need to change their password again.
I get a link in an email to reset my identity password. The web page that opens says it's verifying the code but nothing happens.
The most common cause is that your account in Insite is locked. You should ask HR to unlock your account. That will update the Identity Hub system in ~10-15 minutes. Since the original verification code will have expired, you should repeat the process and receive a fresh email with a link and a valid code.
Why has my password expired so quickly?
As mentioned above, passwords are either good for 1 year or, for accounts with 2-Step Verification enabled, 4 years. There is one situation in which your password may expire much sooner.
As you log in, the Identity Hub will periodically check your password against a global/public database of passwords that were part of an earlier data breach. If your current password is discovered on that list, your password will be voided immediately and an alert displayed on your screen. You will have the opportunity to either update the password immediately (recommended) or choose to update it within the next week.
If you fail to update the password within the 1-week grace period, you will instead be required to use the "forgot password" link.
The Identity Hub keeps rejecting a new password I'm trying to set up. Why?
The main reason is probably you have not satisfied the requirements (length and/or complexity) the application requires.
Another reason may be that you have used that password for that identity profile before.
A third reason is that the password you are submitting has been found in a public database of accounts that have been previously hacked. The application will deny you from using these passwords to secure your own account.