Forgot Your Password?

If you’ve forgotten your password or are having trouble accessing your account, the Malahat IT team can help by resetting your credentials. Once your password is reset by IT, you’ll receive a temporary password. After entering this temporary password at your next login, the system will immediately prompt you to create a new password. Similarly, if you need your Multi-Factor Authentication (MFA) application reset, you’ll be guided through the MFA setup process again the next time you sign in.

Requesting a Password Reset

Identify the Issue:
If you cannot log in to your account or have forgotten your password, you’ll need to request a reset.

Contact the IT Support Desk:

• Email: it@malahatnation.com
• Slack: Reach out via our internal Slack channel or direct message IT support.

Await Confirmation from IT:
Once the IT support team resets your password, they will notify you (typically via Slack or in-person). They’ll provide you with either a temporary password or confirm that one is set on your account.

Next Login Prompts New Password Setup:

1. Enter Temporary Password:
   When you attempt to log in with your username and the temporary password, the login screen will detect that this is a reset password scenario.

2. Password Change Prompt:
   Immediately after submitting your temporary password, you’ll see a prompt indicating that your password needs to be changed. This screen may read something like:
   “Your password must be changed before signing in.”

   At this stage:

   • Enter a New Password: Follow the on-screen instructions to choose a new, permanent password that meets our security criteria (length, complexity, etc.).
   • Confirm the New Password: Type it in a second time to ensure there are no typos.

3. Success Confirmation:
   Once the system accepts your new password, you’ll be redirected to your account as normal.

Tip: Choose a strong password that you’ve never used before. Phrases with special characters are strongly recommended to enhance security (e.g., “Maple!Forest42”). If you have any difficulties, please contact IT for assistance.

Requesting an MFA App Reset

If you’ve lost access to your Multi-Factor Authentication (MFA) application (for example, you’ve replaced your phone or uninstalled the app), you can request an MFA reset.

Recognize the Need for Reset:
If you can’t approve sign-in requests or don’t have the device where your MFA app was configured, you’ll need an MFA reset.

Contact the IT Support Desk:

• Email: it@malahatnation.com
• Slack: Reach out via our internal Slack channel or direct message IT support.

Wait for IT to Confirm the Reset:
After IT resets your MFA configuration, they will notify you. Once notified, you can proceed with logging in to reconfigure your MFA.

Reconfigure MFA at Next Login:

1. Enter Username and Password:
   At your next sign-in, use your normal username and newly updated password.

2. MFA Setup Prompt:
   Because your MFA has been reset, the system will detect that you do not have a valid MFA method enrolled. Instead of the usual push notification or code request, you’ll see on-screen instructions for setting up MFA again.

   This may include:

   • Selecting an MFA Method: Microsoft Authenticator recommended
     
   • Installing the App (if needed): If you don’t have the app installed on your device, you’ll be prompted to do so.
   • Scanning the QR Code or Entering a Setup Key: On-screen, you’ll see a QR code and/or a manual code. Open your MFA app, choose “Add an Account,” and either scan the QR code or enter the provided code to link your account.

3. Verification Step:
   Once you’ve added your account to the MFA app, the on-screen prompt may ask you to enter a verification code from the app to ensure it’s working correctly.

4. Success Confirmation:
   After successful verification, your MFA will be fully reconfigured. Future sign-ins will prompt you for an approval request or a code from the MFA app, depending on your chosen method.

Tip: Make sure to secure your device and enable backups if available, so you won’t lose access to your MFA codes again. If you ever switch devices or reinstall the app, you’ll be able to restore your MFA settings from the backup.