In the event that the client forgot their password for their form engagements and ask you to reset it or didn't click on the forgot password you do have the ability to reset it on their account.

Navigate to Accounts > All Accounts. Click on your client/prospect. Click on Reset password on the Account details panel.

You will see a reset successful message at the top of your screen as well as seeing that a Password has not been created yet under their name.

The next time the client tries to now access a high security level engagement that you send to them that has the password authentication selected, it will require them to complete the password set up steps.

How to unblock your client/prospects account

If you have your notifications enabled in your settings, you will be sent an email if an account becomes blocked. If not your client will more than likely reach out to you. You'll also be able to see in your activity if an account has been blocked. Click on the activity to be taken directly to the account.

When an account has been blocked they will see this message on their engagement.

To unblock an account, visit the account that has been blocked by navigating to Accounts > All Accounts > Click on your client/prospect (if you didn't click on the blocked activity notice from your Recent Activity as displayed up above) Click on Unblock account.

You'll see a confirmation at the top of the screen that the unblock was successful and under the clients name it will now show that a password was not created.

The next time the client tries to now access a high security level engagement that you send to them that has the password authentication selected, it will require them to complete the password set up steps.

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