TABLE OF CONTENTS

This article explains Equinox's forgotten password reset functionality.

Note: The ability to use the forgotten password reset functionality may be disabled by your system administrator. 

How do I reset my Equinox password?

To reset your Equinox password:

  1. Click 'Reset Password' on your account login page

  1. You'll be taken to the 'Forgot Password' page

  2. Enter your email address

  3. Check the auto capture box to confirm you're not a robot (sorry, Equinox is for human users only!)

  4. Click the red 'Send Link' button


  5. You'll be taken back to the account login page, where you'll see this message:

    If this email address is linked to an active Equinox account and your organisation has password resets enabled, you'll receive a password reset email shortly.


  6. You  will receive a password reset email. Click the link in the email to reset your password
     
  7. Equinox will take you to the 'Reset Password' page, where you can set up a new password. 

    Note: Your password must meet your organisation's password requirements.
  8. Equinox will confirm that your password has been successfully reset.
            

What if I have Two-Factor Authentication enabled?

If you use Two-Factor Authentication (2FA) to access your email account, you'll have this additional step to reset your password.

  1. When you receive your password reset email, click the password reset link

  2. Equinox will show you a 'Password Reset Secondary Authentication' page

  3. Click the green 'Next' button


  4. You'll receive an authentication code via your chosen 2FA method 

  5. Enter this code on the 'Secondary Authentication' page

  6. Click the green 'Authorise' button


The remaining steps are the same as for accounts without 2FA.

See our article on how to use the 2-factor authentication login for more information on this functionality.



What happens if my organisation doesn't have password resets enabled?

If your organisation hasn't enabled password resets, you won't receive a password reset email. To update your password, please contact Equinox Support on [email protected] 

How do I enable the password reset functionality on my organisation's system?

Note: This section only applies to users who have the permission to edit System Password Preferences, typically admin users.

To enable the password reset functionality in Equinox:

  1. Go to System

  2. Click 'System Preferences'

  3. Click 'Password'

  4. Make sure 'Disable Forgotten Password Reset' is not ticked

  5. Click 'Update'


  6. You've now enabled password resets for your organisation.

How do I make sure I choose a secure password?

If you're an admin user and want more information on making sure your organisation uses secure passwords for Equinox, see our article on How to set up password security requirements.

What else does Equinox do to make sure my account is secure?

We offer a couple of functionalities that help maintain your account security.

1. We send password reset email notifications

Equinox emails you when your password is reset via the forgotten password 

If you get an email about a password reset you didn't ask for, please let us know at [email protected]. 

2. We record the login and password reset history for each account

Go to System > User details.

The Login History records the following information about the last ten times that account details were changed: 

  • The time the account details were changed

  • The date on which the account details were changed

  • The IP address the changes were made from


Note: If you receive an email about a password change you've not made, please contact [email protected] and we'll make sure your account is secure.

I've locked myself out of my Equinox account. How can I get back in?

Your Equinox account automatically locks you out if you get your password wrong too many times. 

If your organisation has password resets enabled, follow the password reset process above to create a new password. This will also unlock your account.

If your organisation doesn't have password resets enabled, please contact [email protected] and we'll reset your password for you.

I still can't reset my password. What do I do?

Equinox's Support Team is here to help! Send us an email on [email protected] and we'll reset your account password for you.