Resetting Passwords and Unlocking Accounts

If a user is already logged into their portal account and needs to change their password, they should click the “Tenant/Username” in the upper right of the portal screen and select “Profile”. From there users should select the change passwords tab. Users will then be asked to input their current password for verification as well as type the new desired password twice to ensure it is typed correctly. Once complete, users will click save and receive a notification that the password has been successfully reset.


If a user is not logged in or is locked out of their account, users can click “Forgot Password” from the Prevounce Login Screen. Users will be asked to enter the Tenant/Practice Name as well as the Email Address registered to the specific user. Once the form is submitted successfully, a password reset link will be sent to the email on file.

Administrators can both unlock and reset user passwords from their administrative accounts. To do this, users will go to “Administration” and then “Users” in the navigation menu.


After finding the appropriate user, locate the teal “Actions” button to the right of the name. From the “Actions” menu, administrators can choose to “Unlock” a user who has been locked out of their account. To change a user’s password, administrators will click “Edit” under the actions tab and either enter the new password or choose to set a random password. After the appropriate spaces are filled out select save.


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