Forgotten Password

If the you select the option to “Reset password”, a new page will be loaded with a single panel containing fields to confirm the reset process.

  • You must enter an email address with a valid format / structure as mandatory.
  • You must enter your surname as a means to confirm your identity.

The form footer has two buttons, one to “Cancel” the request and return to the login form as the second to submit the request, titled, “Reset Password”.

Validation is completed after you select the “Reset Password” button. Once the form is submitted back to the server, additional checks will be run to verify that the email address submitted is valid and other intrusion detection processes. If the email address check fails (i.e. not a registered email address), the original form is re-posted with the field highlighted and a suitable message displayed.


If fully validated, the account is marked as “pending”, a reset email is issued and a “success panel” is displayed with the following information;

A request to reset the password for the following account has been processed: [email address] You will shortly receive an email from the [System name] system containing instructions on how to reset your password. This confirmation will remain current for [Signup confirmation timeframe] hours. If you do not receive this password reset email, or if you have difficulties in confirming your registration, please contact [Utility Name] on [Utility Phone Number] for assistance.

Clicking on the panel’s “Back” button will return the user to the login page.