Password FAQs

Why can't I reset my password?

For non-SSO studies, the password recovery feature is available only if your study is been 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.

Why didn't I receive an email when I reset my password? For non-SSO studies.

The email with instructions and the link for resetting your password is sent to the email address that is associated with your InForm user account. Ask your Study Administrator to make sure your email address is correct.

Why doesn't the link in the reset password email work? For non-SSO studies.

The link is valid for 24 hours. A message appears on the Reset Password page if the link has expired. You may generate multiple reset password links, however, only the latest one is valid. If you try to use an earlier link, an expired reset password message appears on the Reset Password page.

After your password is successfully reset, the password reset link is no longer valid.

If you do not submit the new password information within 20 minutes of accessing the page, the Password Reset page clears the Password and Confirm Password fields. An error message doesn't appear.