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Reset account

Contents
Overview
What the PBC needs to do
What the user needs to do
Set up MFA
How long it will take
Support

Overview

Purpose of this step

Reset the account of a colleague so they can access the connection portal.

If you are the sole primary business contact (PBC) and need to reset your account, you need to request this via support.

Who completes this step?

  • primary business contact (PBC)
  • the user having their account reset

Read the full list of roles and responsibilities.

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What the PBC needs to do

  1. Open ‘User management’ on the connection portal.
  2. Access the user’s record and click ‘Reset’.
  3. Explain why you need an account reset, select ‘Multi factor authentication and password’, and click ‘Submit’.
  4. Go back into the user’s record to view their one-time passcode (OTP) and provide it to the user straight away – we recommend that you phone them. The OTP expires after 24 hours.

If the request is for a PBC or primary technical contact (PTC), you will need to wait until it has been approved by PDP. We may phone you to confirm the authenticity of the request.

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What the user needs to do

  1. Open the email from [email protected] with the account reset link. This link expires after 24 hours.
  2. Click the account reset link and enter the OTP provided by your PBC.
  3. Set up multifactor authentication (MFA) on your mobile device (see guidance below).
  4. Set a new password and submit.

You have 24 hours to reset your account, as the OTP will expire after this time. You must complete all steps within one session.

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Set up MFA

To use Salesforce Authenticator, follow the on-screen instructions.

To use another authenticator, such as Google Authenticator or Microsoft Authenticator:

  1. Click the link at the bottom of the screen ‘Choose another verification method’.
  2. Select ‘Use verification codes from authenticator app’ and click ‘Continue.’
  3. Scan the QR code on your authenticator app, enter the verification code and click ‘Connect’. This connects the MFA to your account.
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How long it will take

Requests for service managers, security leads, test managers and scheme administrators will be processed automatically.

Requests for PBCs and PTCs will be processed in 1 to 2 working days. If you've not heard from us by then, let us know via support.

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Support

Find answers to common queries about pensions dashboards, give feedback or get technical support.

Get support

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