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Forgot and reset password

Getting started · Updated

On this page
  1. Before you start
  2. Screen layout
  3. How to reset a forgotten password
  4. What happens behind the scenes
  5. Messages you may see
  6. Tips and FAQ

If you forget your password, SunTatva sends a one-time code to your registered e-mail. After you enter it you choose a new password. The same card is used when a password has expired.

Video walkthrough: Forgot and reset password | Forgot password

Before you start

  • You know your username. You must type it on login step 1 first.
  • You can open the registered mailbox.
  • The account must be active ("User is deactivated." is shown otherwise).

Screen layout

The three cards below share the sign-in page: the dark brand panel stays on the left and only the white card changes. The small overline on the card names the step (Account Recovery, OTP Verification, Credential Reset).

Account Recovery ("Reset your password")

Field / button What it means Rules
Registered email (masked for security) Your e-mail with the first characters hidden by stars, for example *name@example.com. Read only. Up to 5 characters of the name part are hidden.
Confirm your email address Type your full e-mail to prove it is yours. Required; must equal the registered e-mail.
Security check A picture with a small sum (for example 5x8=?). Type the answer in Type the answer. The round arrow (Get a new picture) loads a new picture. Required. Each picture works once, so after a wrong answer or a failed save use the new picture that is loaded. A picture expires after 3 minutes ("The check expired.").
Send OTP Sends the code. The security check must be solved first.
← Back to sign in Returns to login.

OTP Verification ("Verify your identity")

Field / button What it means Rules
(banner) "An OTP has been sent to your registered email address."
One-Time Password The 8-digit code from the e-mail. Required.
Verify Checks the code.
Request a new OTP Goes back to the recovery card so you can send another code.
← Return to sign in Returns to login.

Credential Reset ("Create a new password")

Field / button What it means Rules
New password Your new password. The info icon lists the rules. Minimum 8, maximum 18 characters, one UPPERCASE, one lowercase, one number, one special character. Accepted special characters: `! @ # $ % ^ & * _ + - = [ ] { }; ': " \
Confirm new password Retype it. Must match.
Update Password Saves it.
← Back to sign in Cancels.

How to reset a forgotten password

  1. On login step 1 type your Username and click Continue.
  2. On step 2 click Forgot password?.
  3. Read the masked e-mail. Type your full e-mail in Confirm your email address. Solve the Security check. Click Send OTP (the message "OTP has been sent to your registered Email ID." appears; click Ok).
  4. Open your mailbox (subject OTP Verification, title "OTP for Forgot Password"). Copy the code.
  5. Type it in One-Time Password and click Verify (the message "OTP verified." appears; click Ok).
  6. Type the New password and Confirm new password. Click Update Password. Result: "Password reset successfully." and the login page returns. Log in with the new password.

What happens behind the scenes

  • The code is valid for 15 minutes at the verification step and the reset itself must happen within 30 minutes of the code being created.
  • A successful reset starts a new three-month password life.
  • The screenshots of this page were taken with the e-mail answers simulated, so no code was sent and the demo password was not changed.
  • At most 3 codes are e-mailed per address in 10 minutes, and 5 wrong codes lock the check for 15 minutes. See Verify e-mail OTP for the messages.
  • Your password is stored securely; you choose it yourself and it is never sent by e-mail on this route.
  • Only the e-mail address typed against the account is used; the code goes to the e-mail stored on the account, which the screen only shows masked.
  • A lock caused by too many wrong passwords is not cleared by a reset; ask support or your administrator.

Messages you may see

Message (exact text) Why it appears What to do
Please enter User Name. Forgot password? clicked with no username. Return to step 1 and enter it.
Username not found. No account for that username. Check the spelling.
Failed The lookup failed. Try again.
Please enter confirm new email. Confirm your email address empty. Type the e-mail.
Email does not match. The typed e-mail differs from the registered one. Check for typing mistakes.
OTP has been sent to your registered Email ID. Code sent. Check the mailbox.
User is deactivated. The user was disabled. Contact the administrator.
Email Id does not exist. The e-mail has no account. Contact support.
Please enter OTP. Nothing typed. Enter the code.
OTP verified. Code accepted. Choose the new password.
Invalid OTP Wrong or expired code. Request a new OTP.
Please enter New Password. / Please enter confirm new password. A box is empty. Fill both.
New password and confirm password does not match. They differ. Retype.
Password does not match the regular expression. A password rule failed (the info menu opens). Follow the rules.
Invalid or Expired OTP More than 30 minutes passed. Start again.
Please solve the security check. / The captcha answer is not correct. Please try the new one. Send OTP with the security check empty or wrong. Answer the new picture.
Too many codes requested. Try again in N minute(s). Over 3 codes in 10 minutes. Wait.
Too many wrong codes. Locked for N minute(s). 5 wrong codes; locked 15 minutes. Wait, then use the newest code.
Password reset successfully. Done. Log in.

Tips and FAQ

  • Q: I do not recognise the masked e-mail. A: It is the one used at sign-up (or set by your administrator). Ask your administrator to change it, or contact SunTatva support.
  • Q: Can staff reset their own password? A: Yes, the same way, as long as their account has a valid e-mail.
  • Q: Where do I change a password while logged in? A: In SunPMS use the user menu > Account.