When you are resetting your password please make sure you do not have previous ones saved in your browser. If you are unsure how to removed saved passwords, please click on this link https://help.pt-x.com/hc/en-us/articles/360016838251-How-do-I-remove-a-saved-password-or-clear-my-browser-cache-
The reason we advise this is because your browser tends to hold onto information and over time it could cause problems with logging in or bringing up websites. It’s always a good idea to clear out the cache, or browser history and clear cookies on a regular basis. Equally we would not recommend that you allow sites to remember you or your passwords. It’s easier for third parties to access your login credentials if the credentials are saved in a web browser and if you forget your password it becomes problematic when you go to reset it as the browser gets confused.
- When your password is reset you will receive an email inviting you to login and set up a new password. If you have problems clicking on Login or you are getting an error message saying your details have not been registered then try copying and pasting the link at the bottom of the screen into a new browser tab.
- You should then enter your email address and click on Log in. The dots in the password box should be ignored at this stage, they show a temporary password generated by PT-X.
- If you get the error below when you try and log in then you will need to clear your browsing history and or saved passwords, if you need help doing this please consult this article: https://help.pt-x.com/hc/en-us/articles/360016838251-How-do-I-remove-a-saved-password-or-clear-my-browser-cache-
N.B. The password field will always pre-populate, this is an automated and encrypted password generated by PT-X prior to you being redirected to the reset screen where you can set up a new one.
- Once you have entered your password and clicked on Log in you will then be asked to enter your verification code from either your token or the app on your phone. You will then get directed to the page where you can set up a new password.
If you have the mobile app enabled and it doesn’t ask for the verification code then you will get a QR code on this screen. If you have a verification code on your PT-X app then you will need to remove it before you can scan the QR code.
If you do not see the save changes option, then either the password, security questions or QR code (mobile app users only) has not been completed.