I can't reset my password

For non-SSO studies, the password recovery feature is available only if your study is configured to allow it. If you click Forgot Your Password on the Login page and an error message appears stating that the reset password feature is not available, contact your Study Administrator for assistance.

For SSO studies, you can't use the password reset feature if you didn't set up your challenge questions when you first logged into your SSO account.

If your challenge questions are not set up, ask your Study Administrator to reset your password.
To set up your challenge questions, see Single sign-on (SSO) account FAQs.