Resetting my forgotten password

If you forgot your Service Center password, you can either specify a new password or have the system generate new password.

Before you begin

The Forgot your password link is displayed on the Service Center Login page when these conditions are met:
  • The administrator configured the forgotten password service in the Verify Governance Administration Console.
  • Single sign-on (SSO) is not enabled in the Verify Governance virtual appliance. If SSO is enabled, you must reset your password in the system that manages the authentication. For more information, see Managing OpenID connect configuration.

If the process for resetting passwords is based on the security-questions-based mechanism, your security questions must already be set up.

If the product is configured with Open ID Connect authentication and uses an external registry, you need to enter your external registry password to access the Service Center, the IBM Security Verify Request mobile app, and any ReST APIs that require password authentication. If the product is not configured with Open ID Connect authentication with external registry, you can enter any new password that complies with the password rules that are set up by your administrator. In this case, the new password becomes the password of your Ideas account.

About this task

To reset your forgotten password, depending on how Verify Governance is configured, you must either answer some security questions, or enter the One Time Passcode (OTP) that is sent to you. The new password replaces the old password for your Service Center (Ideas) account. Depending on how your system is configured, you can either specify a new password or use a system-generated password. The new password is sent to the email address, or mobile phone number, that is specified in your personal profile.

If no contact information is defined in your personal profile, the system-generated password cannot be sent. Contact the help desk or administrator to add contact information to your profile.

If password synchronization is enabled, and if your Service Center (Ideas) account belongs to a password sync group, then the new password also applies to all the other accounts in that same group. Those accounts are listed when you reset the password. If you have questions, contact your administrator.

Procedure

To reset your password, complete these steps:

  1. In the Service Center Login page, type your user ID, and then click Forgot your password.
    Follow one of the next two steps, depending on how Verify Governance is configured.
  2. If you are displayed the Reset your Password window with an entry field to specify a One Time Passcode (OTP), look for an email or for an SMS on your mobile and enter the passcode that you just received in the Reset your Password window. If the passcode is correct, the Change Password window is displayed, where you enter your new password.

    The OTP has an expiration time in minutes. A timer counts down the remaining time. After this time, the passcode is no longer valid. If you run out of time, you can click the Resend OTP link in the Reset Your Password window to receive a regenerated OTP.

    The notification that you receive after you hit Resend OTP prefixes the Resend n string to the passcode to identify the latest valid OTP that you must use.

    If you change your mind about specifying the OTP, you can select Cancel to go back to the Login page.

    You might be unable to login, even if you enter the correct password, because for some reason your account is suspended. In this case, after you click the Forgot your password link, you get a notification that instructs you to call the Help Desk to have your account restored. After the account is restored, you can click Forgot your password again to receive another notification with a One Time Passcode and reset your password.

  3. If in the Forgot Your Password page you are displayed a number of security questions, answer them and then click Continue.
    The following scenarios are possible, depending on how a system administrator configured the system:
    Option Description
    The questions are answered correctly, and your system is configured for you to specify a new password. Type your new password in the New Password field, and then type your new password again in the Confirm Password field. Then, click Change Password. When you see a message that indicates a successful password change, click OK.
    The questions are answered correctly, and your system is configured to generate a new password and send the password to a predefined email address. A new system-generated password is automatically sent to the email that is defined in your personal profile. You must use this new password on your next login, and then you can change your password on your next login. Click Return to Login.
    The questions are answered correctly, and your system is configured to generate a new password. However, an email address is not defined in your personal profile. Contact the help desk or administrator to add your email address to your personal profile. Click Return to Login. After the email address is added to your profile, you can follow the Forgot your password link again from the Service Center Login page to receive the system-generated password in your email address.
    The questions are not answered correctly, and an error message is displayed. Depending on how your system is configured, you might have more attempts to correctly answer the questions. You cannot access the system unless you remember your password or answer the questions correctly. If you exceed the maximum number of attempts to verify your identity, your Service Center account is locked. Contact your help desk or administrator to unlock your Service Center account or reset your Service Center password.