This article is intended for school team agents assisting school reps who forgot passwords.
Follow the steps below for schools with password issues:
- Go to the ticket & copy the school email address.
- Check if they have been approved as a main user here or an additional user by asking a lead/manager.
- If yes, Enter the school email address to this link to send the school a password reset link
- If no, refer to this article: "How to Add New School Admins & Update School Emails"
- Then, Tell the school you "sent a link to create a new password in a separate email. Please check your inbox and spam for this email."
- If they respond that they didn't receive it or it's not working, ask for a screenshot.
- Add the ticket to the Iowa Password Reset asana.
- Once the school sends a screenshot, update the asana.
Example: Ticket #328968
This will ensure schools are clicking the right link & will confirm that it's a tech issue & not user error.