The Reset Password system email sends to a Neon account or system user who does either of the following:
- Submits their email address from the 'Account Help' page. A link to this page is found by clicking the "Forgot Password?" link from your NeonCRM login page.
- Completes the "Recover Account" portion of the Encouraged Log In window (if this is enabled for the form).
The Default Version comes with all NeonCRM systems and, while this type of system email cannot be disabled, you can create your own version if you like.
To configure this email navigate to:
System Settings tab > Home/Dashboard > System Emails.
From the System Emails list, find Reset Password under the Account Emails and click View Settings & Versions to see and build new versions of this email.
The Reset Password system email includes two reset password tokens that allow the recipient to view/create a login name and/or reset their existing password:
- <<Reset Password Link>> - When the Reset Password system email is sent, this token is replaced with a hyperlink to the "Set Login/Password" page.
- <<Reset Password URL>> with <<Access Code>> - When used in conjunction with the <<Access Code>> token, the <<Reset Password URL>> generates a hyperlink to a page where the user is prompted to enter an access code. They must enter a valid code in order to reach the "Set Login/Password" page.
If you find that an email token is not working as intended, the problem can be that:
- The token is trying to be used from a test version of a system email (the token only becomes active when the email is actually sent to an existing account).
- The token is not formatted correctly
- The token was NOT added using the Insert <<Token>> dropdown menu
- The token is expired. (Reset Password token links expire after 24 hours.)
If a constituent or system user has forgotten their login name and/or password, they can click the 'Forgot Password?' link found on your NeonCRM login page.
This will take the user to the account help page, where they are prompted to enter their email address to send the recovery email (aka Reset Password system email).
Click "Send Recovery Email" to search all accounts and system users in NeonCRM to find any matching the email address you entered.
There are two possible outcomes: (1) the email you entered is NOT found in any accounts or system users in Neon; (2) the email is found on one or more accounts or system users in Neon, and the recovery email is sent to that email address.
- If the email address you entered is NOT found in the database, you will see the warning message shown in the below example.
- If the email address you entered IS found in the database, you will see the below confirmation message indicating that the Reset Password system email has been sent to your email address.
If Encouraged Log In is enabled on your online forms, anyone who clicks on that form will see the following window pop up:
If they do not remember their password (or aren't sure if they have one), they can enter their email address in the field shown and click Recover Account.
They will then receive the following message:
When the recovery email arrives in your inbox, follow the link to set your login name and/or password.
Clicking on the link in the Reset Password system email takes you to the Set Login/Password page, which will list all individual and organization accounts as well as any system users associated with your email address.
When a recipient clicks on the <<Reset Password URL>> from the Reset Password system email, they will be taken to this page and prompted to enter the Access Code contained in the email:
Upon entering the access code and clicking Submit, they they will be taken to this page and prompted to create a new password for the login name that they had previously setup for their Neon account:
If more than one account shares this primary email address, each account will be offered for resetting the password. This is handy if someone has both an individual and an organization account, or a constituent account and a system user account.
When a recipient clicks on the <<Reset Password Link>> from an email, they will be taken to this page and prompted to create a login name and/or password for their existing Neon account(s):