This article describes steps users can take if they can not log into the portal.
To use the Cognosos portal and mobile apps (regardless of industry/vertical), users are assigned a user name and password. When logging into the system for the first time users are prompted to set up a permanent password. Any user can run into challenges with logging into the portal so this article addresses log in challenges for both new and established users.
Login credentials are shared with the mobile apps.
Initial (New User) Login
All new users are sent a setup email with unique information in order to setup Cognosos credentials. Use the temporary password from the email as your initial login password. Upon login, you will be prompted to enter a new password. Input and save a new password (minimum of 8 characters; at least 1 capital letter, 1 number, and 1 special character).
➡️ If you do not see the email in your Inbox, check your Spam/Junk folder for the email. If there is no email in your Inbox or junk folder, ask your manager to verify the email address set up in your user profile.
➡️ The temporary password is good for 7 days once sent. If more than one week has passed, a company Administrator will need to use the Resend Invitation option on the Users page.
If there is no email or the temporary password expired, ask your manager to send you a new invitation (Lost Invitation below).
Lost Invitation (New User)
Administrator users should this option for new users who were unable to access the login invitation email. This option is available only when a user has failed to set up log in credentials for the first time.
Log into the portal with your Administrator user name and password, if not already logged in. Select System Management from the hamburger menu (or the bell icon) then select Users. Locate the user and select the Resend invite icon.
Resend invite sends a new temporary password to the email address listed inside the user’s profile. Make sure the user checks their Spam/Junk folder if they are not seeing the temporary password email in their Inbox and verify their email address in the user profile. If the user still faces issues logging in, please contact Cognosos Support (Product Support option from portal's hamburger menu).
User should follow instructions from the invitation email and follow steps in portal as prompted.
Forgot Password
This option is for users (any user role) who have already set up their login credentials.
The quickest and most efficient method for solving the issue of a forgotten password is to use the forgot your password? link from the portal's login page. Once this command is initiated, an email with a code is sent directly to the user's email address. The user should follow the instructions in the email and follow the prompts when inputting the new password.
If the user does not receive the email with the code or experiences any issues setting up the new password use the Contact Us option from the top of the portal login screen and choose Customer Support as the nature of request.
Reset Password
This option is for Administrator role users to reset a password on behalf of another (lower level) user role.
Log into the portal with your Administrator user name and password, if not already logged in. Select System Management from the hamburger menu (or the bell icon) then select Users. Locate the user and select the Reset password icon.
The system will display a message to generate the new temporary password. Select Generate password. The Administrator should then copy and provide this new password to the user. Note that this reset option DOES NOT email the user with a temporary password.
User should use the newly generated password to log in to the portal and input a new password as prompted.