Forgot username or password in Legacy login experience

In the Legacy login experience, users who forget their username or password can request a password reset email by clicking "Forgot username or password?" on the login page and entering the email address on file. Reset links are valid for one hour.

If a user on the Legacy login experience forgets a username/password, they can request to have a password reset email sent to their email address on file. This article will help those onto utilize the Forgot username or password feature on the login screen. 

Interested in how to login to the new Connected SSO experience? Check out the article, "Log in to Finalsite: The connected SSO experience." Not sure? Go to "Wondering which login experience you have?" to see both side by side.

In this article

• What happens when clicking Forgot username or password?
• Troubleshoot: User not receiving password reset email
  • Important Note for Non-Messages Platforms
• Whitelist your domain's email address
  • What does whitelisting an email address mean? 

Sometimes when a user logs in, they might not know their username or password. At times, this is because a person is logging in for the first time. They can click Forgot username or password below the Next button in the login window.

What happens when clicking Forgot username or password?

• When a user clicks Forgot username or password?, they'll be prompted to enter their email address.
• If this email address matches an email address in the user's profile in Constituent Manager, the system will immediately send an email to that same address with a link that the user can click to reset their password.
• Password reset links remain valid for one hour.

Troubleshoot: User not receiving password reset email

• Exact email address: Be sure the user enters the exact email address that is stored in their account. For security purposes, the password will not be emailed to an address different than the one provided when their account was created.
• Correct URL: Ensure that the URL displaying on the login screen is the URL for your school and not for finalsite.com.
• Spam filter: The automatically generated password email may be getting caught in their spam filter. Can they check their email client's spam folder to ensure it is not there?
  • Whitelist email address: The password reset email is sent from your Finalsite "from" email address. You may be able to find the email address from which the password reset email is being sent and whitelist this email address in your district or school server. Skip to "How to whitelist your domain's email address" below to learn more. 

Whitelist your domain's email address

What does whitelisting an email address mean? 

Whitelisting an email address means you are adding it to a list of approved or safe senders. This ensures that emails from that address are delivered directly to your inbox, bypassing spam or junk folders.

Do you have Messages or Messages XR activated? If yes, follow these steps (otherwise Finalsite Support can assist you!)  

• Step 1: Open up your Module menu > Site Administration > Site Modules in left navigation.
• Step 2: Once you have expanded out Site Modules, click on the link for Email Domain Settings.
  

• Step 3: Locate your email address 
  • Navigate to your Messages module > Settings > Reply-To Addresses. 
  • Copy the email address in the From Address: line.
    
• Step 4: Whitelist the From Address by pasting into your system
  • This is the email address that you'll need to whitelist in your system to ensure that any emails sent from this message can be securely received. 
  • Add this email address to your contacts or Safe Senders list to ensure our messages are delivered directly to your inbox and not marked as spam