We've all been there. Sometimes we don't visit a website often enough to remember login credentials, or sometimes the process gets changed on us. Regardless of the reason behind it, everyone needs help getting back into their account at one time or another. Below are the most common scenarios for account access issues, and the steps to help get you logged back in and moving forward in the Convercent application.
Additionally, if you save your password in your browser, you will want to clear this out so that it does not cause any future issues with your ability to login to the Convercent application. The below articles will help detail how to perform this action in detail based on your browser choice.
*Please note that in some cases, you are not able to select specific sites/usernames/passwords to clear, and in such scenario, clearing them from the browser will clear all saved passwords, including other websites and applications that are stored in your browser
Clearing saved passwords in Safari
Clearing saved passwords in Internet Explorer
Clearing saved passwords in Firefox
Clearing saved passwords in Chrome
I forgot my password
If you forgot your password, please click HERE to access the 'forgot password' reset tool. (if the user is an admin they are required to know their Security Profile Question & Answer, or they must work with their Organization Administrator or Convercent Support to Reset their Security Profile)
- If you entered a proper username, you will get an email at the address of record we have for that account. If you entered an incorrect username, the system will not warn you, as we do not want to provide an easy method for a machine or person to guess the username and gain access to your account.
- Once you receive your email, click on the link included to establish your new password.
- Enter your new password, confirm the password, and submit.
- Click the link to take you to the login page and login with the username and new password you just set.
- History of passwords is not retained
My account is locked
An account will automatically lock after 5 unsuccessful log in attempts. If you accidentally locked yourself out of the Convercent App, you will need to wait 15 minutes from the last log in attempt and try again. If you find that you forgot your password, please utilize our "Forgot Password Tool" after the lockout timer releases your account (provided in the 'forgot password' section above).
My Company uses SSO(Single Sign On)
If your company uses SSO, the password policies and recovery methods are managed through your local IT Administrators in your organization. If you are not able to connect to the Convercent application, and your company uses SSO, please reach out to your internal IT team for assistance with getting logged into the Convercent application.
Resetting an account password with no email
When you verified your account you should have created your own password. If you no longer remember that password, and your organization uses accounts with verification codes, and not email addresses, the password reset process is a bit different.
You will still visit the login page here and click 'Forgot your password?'
On the 'Forgot your password' page you will enter the username of your account and click 'Submit'.
Once you click 'Submit' you will be prompted to answer the security question. If you answer that correctly you will be brought to a page where you can reset your password.