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Password Reset

Password Reset

When using the password reset functionality, please follow these steps.

Important Login Note:
The support portal requires the user’s Login Name to sign in. The user’s email address may be used for password recovery, but it is not used as the login username.

If the user knows their Login Name, use the Username reset method.

If the user does not know their Login Name, use the Email Address reset method. The reset email will include the user’s Login Name.

Procedure: Reset Password When Login Name Is Known

  1. Navigate to https://support.voonami.com.

  2. Select Reset Password link - https://support.voonami.com/retrievepw.php

  3. Select the username option and enter your username.

    1. if you do not recall your username, see the note above or call 801-995-4050 for further assistance.

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  1. Select Username from the dropdown menu and enter the user’s Login Name.

  2. Then select Email Reset Code

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  1. You will receive an email with your reset code

    1. navigate to https://support.voonami.com/resetpw.php  and input your code

    2. Proceed through the prompts toenter a new secure password, and confirm the password.

  2. Return to https://support.voonami.com and sign in using the Login Name and new password.

Procedure: Recover Login Name and Reset Password

Use this process when the user does not know their Login Name.

  1. Navigate to https://support.voonami.com.

  2. Select Reset Password link - https://support.voonami.com/retrievepw.php

  3. Select email address from the dropdown menu.

 

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  1. Put in your email address and select Email Reset Code.

  2. You will receive an email that has your "Reset Code" and your username.

  3. Navigate to https://support.voonami.com/resetpw.php.

  4. Enter the reset code, enter a new secure password, and confirm the password.

  5. Return to https://support.voonami.com and sign in using the Login Name from the email, not the email address.

     

Troubleshooting Notes

If the user tries to sign in with their email address after resetting the password, login may fail. Confirm they are using the Login Name shown in the reset email.

Some users may have a Login Name that looks like an email address, or client ID, but this should still be treated as the Login Name shown in the reset email.

If the user does not receive the reset email, confirm the email address on the authorized contact record and check spam/junk filtering.