TALON Help Center
Password Reset & Recovery
Help members quickly resolve password issues and regain access to their accounts. This guide covers both SSO and direct login scenarios, providing clear steps for password resets and troubleshooting common authentication problems.
Help members quickly resolve password issues and regain access to their accounts. This guide covers both SSO and direct login scenarios, providing clear steps for password resets and troubleshooting common authentication problems.
First: Identify Login Method
Before attempting any password reset, always determine whether the member uses Single Sign-On (SSO) through their employer portal or has a direct login with their own password. SSO users don't need password resets - they should contact their IT department instead.
Understanding Login Methods
SSO (Single Sign-On)
Through employer portal - Members access through their company's HR system or employee portal without needing a separate password.
- Key indicator: No password reset option available in their profile
- Support approach: Direct them to their IT department for login issues
- Authentication: Handled by employer's identity management system
- Common with: Large enterprise organizations
Direct Login
Username and password - Members have their own username and password specifically for the platform.
- Key indicator: Password reset tools are available in the dashboard
- Support approach: Use dashboard tools to assist with password resets
- Authentication: Platform-specific credentials
- Common with: Individual accounts and smaller organizations
Password Reset Process
Method 1: Dashboard Password Reset
Recommended Approach
Use this method when you have the member on the phone and want to ensure immediate resolution.
Dashboard Password Reset Steps
1
Locate the member
Use the member search function to find their profile using email, name, or phone number.
2
Verify account status
Confirm the account is active and not using SSO (look for password reset options).
3
Access Member Actions
Click on the "Member Actions" section in their profile.
4
Send password reset
Click "Send Password Reset Email" - the system will automatically send to their registered email.
5
Confirm email address
Double-check the email address is correct before sending.
6
Follow up
Ask the member to check their email (including spam/junk folders) within the next few minutes.
Method 2: Self-Service Reset
Member Independence
Guide members through this process to help them become self-sufficient with future password issues.
Self-Service Reset Steps
1
Direct to login page
Guide the member to the platform login page.
2
Click "Forgot Password"
This link is usually located below the password field.
3
Enter email address
Member inputs their registered email address.
4
Check email
Reset instructions will be sent to their email within minutes.
5
Follow reset link
Member clicks the secure link in the email to create a new password.
6
Create new password
Member follows the prompts to set a strong, secure password.
Common Password Reset Scenarios
Troubleshooting Common Issues
"I didn't receive the reset email"
Member reports not receiving the password reset email after requesting it.
Example:
Troubleshooting steps:
- Check spam/junk/promotions folders thoroughly
- Verify email address in member profile for typos
- Check if corporate email filters are blocking external emails
- Resend the reset email after confirming correct address
- Try alternative email address if available
"Reset link doesn't work"
Member clicks reset link but gets an error or "link expired" message.
Example:
Troubleshooting steps:
- Check if link is expired (usually valid for 24 hours)
- Generate and send a new reset email
- Suggest copying and pasting link instead of clicking
- Try different browser or incognito/private mode
- Clear browser cache and cookies
"I think I use SSO but I'm not sure"
Member is uncertain about their login method and asks for password help.
Example:
Identification steps:
- Ask: "How do you normally log in to the platform?"
- Check their profile for password reset options
- If they mention company portal/HR system = SSO
- If no password options in profile = SSO user
- Direct SSO users to IT department
Troubleshooting Tips
Security Best Practices
- Never ask for current passwords - Always use reset procedures
- Verify identity - Confirm personal details before assisting
- Document interactions - Note password reset actions in member profile
- Follow up - Confirm successful login after reset
Email Delivery Issues
- Corporate firewalls: Many companies block external emails - suggest checking with IT
- Spam filters: Reset emails can be flagged - always check all email folders
- Email aliases: Member might have registered with a different email than expected
- Timing: Email delivery can take 5-15 minutes in some cases
Browser and Technical Issues
- Clear cache: Old cached data can interfere with reset process
- Disable extensions: Ad blockers can sometimes interfere
- Try different browser: Some older browsers have compatibility issues
- Mobile vs desktop: Some members find mobile reset easier