Changing or Resetting Your CSI Password

You can change your password to the CSI at any time using the Change Password link in the CSI tool. If you lose or forget your password, you can request a password reset be sent to your email address registered within the CSI or have a Customer Service Administrator (CSA) reset it for you. If you do not know who the CSA at your organization is, ask your supervisor. If you are a CSA, see Resetting a CSI User's Password.

To change your password:

  1. Sign in to the Customer Service Interface.
  2. Click the Change Password link in the upper-right corner of the page.
  3. At the page Change your password page that displays, fill in the appropriate fields and click Change your password. A message displays confirming that the password has been changed.
  4. Click Proceed. The home page of the Customer Service Interface displays.

To reset your password:

Note: This task is not applicable to CSI users who log in with single sign-on. See Signing in to the CSI for more information.

  1. From the CSI Welcome page, click the Forgot Password? link in the lower-right corner of the Login dialog. A new web page will appear with a Forgot Password? dialog.
  2. Type the email address you use to sign in to the CSI.
  3. Click Submit. A Password reset confirmation message will appear, and an email from "Opower Customer Service Interface" is sent to the email address you supplied.
  4. Navigate to your email account and open the "Forgot Password" email.
  5. Click the appropriate link in the email. A new Password reset page is displayed in your Internet browser.
  6. Fill in the appropriate fields in the Password reset dialog.
  7. Click Submit. A new web page is displayed confirming your password was successfully reset, and you are redirected to the CSI Welcome page.
  8. Fill in your username and new password in the Login dialog.

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Troubleshooting a Password Reset

Problem: A password reset was requested but the link in the reset email says it is expired or is not working.

Potential Causes:

  • The password reset link is only valid for 24 hours.
  • If a second password reset is requested, the password reset link in the first email is invalidated.

Solution:

The CSR should request a new password reset and use the link in the new email.

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Problem: A password reset was requested but the password reset email was never received.

Potential Cause:

The email address is not properly attached to that CSR's account.

Solution:

The CSA must access the User Admin tab and ensure that the user has their email address correctly entered in their profile. The CSA should also confirm the CSR's username is entered correctly. The CSR must then request a new password reset.

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Problem: The CSA has confirmed the CSR's email address is correct but the password reset email is still not being received.

Potential Cause:

The email address may be associated with two or more CSR usernames. The password reset email cannot be sent because the system does not know which username's password to reset.

Solution:

The CSA must access the User Admin tab and determine which usernames are associated with the same email address and give each username a unique, valid email address.

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