Changing or resetting your password

There are two ways to get a new Structurell password. If you are signed in and just want a new one, change it from your account settings. If you have forgotten it, reset it from the sign-in page using a secure link we email to you. Either way, other browsers and devices signed in to your account are signed out.

Change your password while signed in

1. Open the user menu in the top right of the Portal and select Account.
2. Select the Password tab.
3. Enter your new password in New Password and again in New Password Confirm. It must be at least 8 characters long.
4. Select Change password.
5. In Confirm it's you, choose how to confirm under How do you want to confirm?. Depending on how your account is set up, you can use a Passkey, a Code from your authenticator app, a Code sent to your current email address (select Send code first) or Your current password.
6. Select Confirm, or Use passkey if you chose a passkey.

You see "Your password has been changed. Other browsers signed in to your account will be signed out." The browser you are using stays signed in. Remembered devices are forgotten, so they are asked for a two-factor code at their next sign-in, and we email you to confirm the change.

Before you reset a forgotten password

• You need access to the email inbox for your Structurell account.
• If you use an authenticator app for two-factor authentication, have it ready. You will need a code from it, or one of your recovery codes, to finish the reset. See Setting up two-factor authentication.
• If you normally sign in with a passkey, you do not need your password for that. See Logging in and using passkeys.

Request a reset link

1. Go to the Portal. If you see the Client Portal Access page, select Continue to Sign In.
2. On the Log In page, select Forgot password?.
3. Enter your Email and select Email Password Reset Link.

A confirmation message appears on the page. If you remember your password after all, select Log in under "Remembered your password?" to go back. Your current password keeps working until you finish the reset.

Choose a new password

1. Open the email titled Reset your Structurell password and select Reset password.
2. On the Reset Password page, your email address is already filled in.
3. If your account does not have a name yet, enter your Name.
4. If you use an authenticator app, enter a code from it (or a recovery code) in Authentication code.
5. Enter your new password in Password and again in Password Confirmation. It must be at least 8 characters long.
6. Select Reset Password.

You are signed straight in to the Portal with your new password, because the reset link has already proved you can read your email. Every other browser and device that was signed in to your account is signed out.

What happens next

• Security email. We email you to confirm your password has changed. If you did not make the change, contact your administrator or contact support straight away.
• Other devices. Anywhere else you were signed in, including the iOS app, you need to sign in again with your new password or a passkey.
• Two-factor authentication. If your account did not have a two-factor method yet, email codes are switched on for you.

Troubleshooting

• The reset link has expired. Reset links expire after 60 minutes and can only be used once. Request a new one from Forgot password?.
• You asked for a link but nothing arrived. Check your spam or junk folder and make sure you entered the email address your account uses. You can only request a new link once a minute, and only the most recent link works.
• There is an error next to your email address. Check the address for typing mistakes. If it is correct and you still cannot reset your password, contact your subscription administrator or contact support.
• The authentication code is invalid. Enter the newest code from your authenticator app, or use one of your unused recovery codes.
• The passwords do not match. Type the same password in both boxes.
• "That didn't match. Check it and try again." The code or current password you entered in Confirm it's you was wrong. After too many attempts you must wait a few minutes before trying again.
• Keep your account secure. Never forward the reset email or share the link. If you did not ask for a reset, you do not need to do anything.