You or your users may be unable to log into ETO due to a forgotten password and/or a locked account. For your organization’s security, Social Solutions support is unable to manually reset a user's password. You can reset your own password by using the 'Forgot Password' link; Scroll down for instructions. Administrators can unlock accounts and either reset or manually change a user's password using the following instructions:

  1. On the navigation bar, select Site Administration, then click Manage User Accounts.
  2. Locate the user and click Edit in the Take Action column to the right.
  3. In the center column on the page, under the “Password” label, click the Reset Password link.
  4. Have the user check their email; if they do not receive an email within five minutes, please have them check their junk folder.
  5. Have the user click on the link provided to reset their password.

Manually changing a user’s password:

  1. On the navigation bar, select Site Administration, then click Manage User Accounts.
  2. Locate the user and click Edit in the Take Action column to the right.
  3. In the center column on the page, under the “Password” label, click the Change Password link.
  4. Type the new password.The new password must be at least 4 and at most 128 characters long; some enterprises may have more stringent password requirements set on the Manage My Enterprise page.
  5. Click Save.

Unlocking a user’s account:

  1. On the navigation bar, select Site Administration, then click Manage User Accounts.
  2. Locate the user.
  3. Under the Take Action column on the right side, click the Unlock link.

Resetting your own password:

You can reset your own password using the following instructions:

  1. From your ETO login page, enter your Username, then click the Forgot your password? link below the Log In button.
  2. Check your email inbox for the Password Reset email. If it does not arrive within five minutes, please check your email filters.
  3. Click the link provided in the email to reset your password. This link is single use, so if you click it and don't use the link, you will need to request a new password reset. Please note, as ETO is only fully compatible with Internet Explorer, it is highly recommended that you copy the link from your email into Internet Explorer if it is not your default browser.
  4. Please contact your local Site Administrator if you find that you are still unable to log in. It is possible your account has been locked or disabled.

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