Sometimes you may forget your password or want to change it for security reasons. This guide explains how to reset your password on:
The Field Service App
The Wello Portal
It also explains how an administrator can send a password reset link to a user from the Wello Portal and how long the reset link remains valid before it expires.
Important Things to Know About Password Reset Links
Before following the steps below, keep these important points in mind:
A password reset link is sent to the email address registered on your account.
You must open the email and click the reset link to create a new password.
The reset link is valid for a limited time.
Once the link expires, it will no longer work and you must request a new password reset link.
How Long Does the Reset Link Last?
By default, the password reset link is valid for 8 hours from the time it is sent.
If the link is not used within this time, it will expire. When this happens, the user must restart the password reset process to receive a new link.
However, this time limit can be configured by an administrator in the Wello Portal.
To change the reset link validity period:
Log in to the Wello Portal
In the top-right corner, click Settings.
Select Manage Your Team.
Open the General Settings tab.
Go to the Invitation and Password Settings section.
Find the field Time allowed to change your password.
Enter the number of hours you want the reset link to remain valid.
For example:
If the value is changed to 12, any new password reset link sent to users will remain valid for 12 hours instead of 8 hours.
Note: This change only affects new reset links sent after the setting is updated.
How to Reset Your Password on the Field Service App
Technicians, subcontractors, and timesheet users who use the Field Service App can reset their password directly from the app.
Open the Field Service App on your phone, tablet, or desktop device.
On the login screen, enter your email address and click Next.
Under the password field, select Forgot your password.
You will be asked to enter your email address. Make sure you enter the same email address used for your Field Service account.
Tap Continue. The system will now send a password reset email to the address you entered.
Check the inbox of that email address for the password reset email from your company. If you do not see it in your inbox, check your Spam or Junk folder.
Open the email and click the reset link or change password button. A page will open asking you to create a new password.
Enter your new password and confirm it in the second field and save.
Once your password is updated, you will now be able to sign in using your new password.
How to Reset Your Password on the Wello Portal
Service managers, backend users, and administrators can reset their password from the Wello Portal login page.
Open your web browser on your computer.
Go to the Wello Portal login page: https://login.wello.solutions/
Click Forgot Password.
Enter the email address associated with your Wello Portal account.
Click Continue. The system will send a password reset email to your registered email address.
Open the email and click the Change Password button or reset link. A page will open in your browser where you can create a new password.
Enter your new password, confirm it and save.
Your password will now be updated, you should now be able to access your account.
How an Administrator Can Send a Password Reset to a User
In some cases, a user may not be able to use the Forgot Password option or may be having trouble receiving the reset email. In this situation, an administrator can send a password reset link directly from the Wello Portal.
Log in to the Wello Portal with your administrator account.
In the left navigation panel, select Team, then click Users.
Use the filters at the top of the page to search for the user who needs a password reset.
Select the user from the grid and click the edit (pen) icon.
This will open the User Overview tab.
In the top-right corner, click Reset Password. The system will send a password reset email to the user’s registered email address. The email will contain a Change Password button or reset link.
The user should then:
Open the email.
Click the reset link or Change Password button.
Enter and confirm a new password.
Once completed, the user can log in to either the Field Service App or the Wello Portal using the new password.
If the Reset Link Does Not Work
There are several reasons why a password reset link may not work.
The Link Has Expired
The password reset link is only valid for a limited time. By default, the link remains valid for 8 hours from the time it is sent.
If you try to use the link after this time has passed, it will no longer work. In this case, you must request a new reset link using the Forgot Password option or ask an administrator to send another reset email.
Note: The validity period of the reset link can be configured by an administrator in the Wello Portal. If your organization has changed this setting, the link may expire sooner or remain valid for a longer period.
The Link Has Already Been Used
A password reset link can only be used once. If the password has already been changed, clicking the link again will not work.
The Email Address Is Incorrect
If the wrong email address was entered or you no longer have access to that email account, you will not receive the reset email. In this situation, contact your administrator for assistance.
Tips for Choosing a Good Password
When creating a new password:
Choose a password that is easy for you to remember but difficult for others to guess.
Avoid simple passwords such as password, 123456, or your own name.
Do not share your password with anyone.
If you write your password down, store it in a secure place where others cannot see it.