I forgot my user name / password
If you can’t remember your password, you can reset it using the Forgot your Password or User Name? link. You can also use this link to retrieve your user name, if you've forgotten it.
If you run into issues while resetting your password, refer to the following sections for help:
- I don’t know the format used for my company name
- I don’t know what email address to use
- When I try to reset my password, an error message displays
- I reset my password, but didn’t receive the password reset email
- I reset my password and received a Password Reset Request Problem email
Resetting your password or retrieving your user name
If you have a valid Polaris company name and email address, you can reset your password or retrieve a forgotten user name.
To do this:
- On the Polaris login page, select the Forgot your Password or User Name? link.
You can include your company name here; it will be copied to the next page.
Your user name may have a different format than the one in the image above, depending on your system's settings. For example, some organizations format richard.anderson as r.anderson.
- Enter your company name and the email address used in Polaris, and click Reset Password or Send User Name, depending on what you're trying to do.
Within a few minutes, Polaris will send a message to your email account with your user name or with instructions for resetting your password.
To finish resetting your password:
- Follow the instructions in the message.
Your new password must match format requirements specified by your system administrator, such as minimum length and character type requirements. If your new password doesn’t meet the requirements, you’ll be shown an error when you try to set it.
Within a few minutes, a confirmation email will arrive that includes your user name, company name, and a login link.
- Click the login link and log in using your new password.
If you’ve tried this procedure and still can’t log in, refer to the sections below for troubleshooting tips, or contact your organization’s Polaris administrator. They should be able to reset your password for you.
If you are the administrator and are having problems resetting your password, contact Replicon Support for assistance. Replicon Support can only reset your password if you are the system administrator.
Resolving password reset issues
Refer to the sections below for information on how to resolve issues associated with resetting your password. If you continue to encounter problems, contact your organization’s Polaris administrator for help.
If you are your company’s Polaris administrator and are encountering login issues you can’t resolve, please contact Replicon Support.
I don’t know the format used for my company name
To log in, you’ll need to enter your company name exactly as it is formatted for use with Polaris. If you can’t remember how it’s formatted, you can try entering different variations of your organization’s name:
- Ensure the name has no spaces – company names never include spaces
- Try including, for example, Ltd or Inc.
- Try appending Gen3 or G3 to the beginning or end of the name
If you can't figure it out, talk to your company’s Polaris administrator or to your supervisor. They should know the exact formatting to use.
Replicon Support doesn’t have access to which user names are associated with each company instance, so they can’t help you retrieve your company name.
I don’t know what email address to use
Your reset email is the email address set for you in your Polaris user profile. In almost all cases, this will be your company email address.
If this address doesn’t seem to work, you can try another address or contact your company’s Polaris administrator.
When I try to reset my password, an error message displays
See the table below for possible error messages that may display during password reset, and how to handle each.
|Error message||How to handle the error|
|New password must be at least “X” characters long.
New password must contain letters and numbers.
New Password must contain alpha-numeric characters.
New password must contain at least one upper case and one lower case character.
|If you are receiving this error, then the password you created doesn’t meet the security requirements set by your organization’s Polaris administrator.
To resolve the error, ensure your new password meets the requirements indicated.
|“User Name” is not using Internal Authentication
An unexpected error has occurred
|You may see one of these errors if you are using single sign-on (SSO) authentication, and do not use a Polaris-specific password. In this case, the password reset option won’t work for you.
Contact your IT department for assistance with resetting your single sign-on password.
I reset my password, but didn’t receive the password reset email
If you tried resetting your password, but no password reset email arrived:
- Check your junk or spam email folder
- Check your trash or deleted email folder
- Search your email for the text “reset your password”
If you still can’t find the email, contact your organization’s Polaris administrator to confirm:
- You are entering the correct company name
- The email address you are entering matches the one entered in your Polaris user profile
If you are still unsuccessful, ask your administrator to assign you a new password in your user profile and provide it to you.
I reset my password and received a Password Reset Request Problem email
If you receive this message, the email address you entered when you reset your password may not match the one recorded in Polaris. You can therefore try resetting the password again, using a different email address.
If an alternate email doesn’t work, contact your Polaris administrator to confirm what email address is entered in your Polaris user profile and attempt to reset your password using that email address.
If you are still unsuccessful, ask your administrator to set a new password in your user profile and provide it to you.
Not all users will get an email if they enter the wrong email address. If you don't receive an email, refer to I reset my password, but didn’t receive the password reset email.
Can I reset my password if my company uses single sign-on?
No, this option won’t work if you are using single sign-on (SSO) because your password is managed outside of the Polaris system. Contact your IT department for assistance with resetting your single sign-on password.
I can’t log in to my account
How do I log in if I use a third party app like Intuit or Google to authenticate?
What does 2 Step Verification mean when I’m logging in?