Reset Passwords or Account Lockouts
Overview
Password management within Compass is dependent on the type of Authentication set for user accounts.
Generally staff and student accounts are not locally authenticated and are network authenticated (Compasslink, SAML etc). Because of this, any password changes for staff/students need to be managed by the school technician.
For parent accounts which are generally set as 'local' authentication, password resets can be initiated by the parent user themselves or actioned by staff on the parent's behalf.
Permissions
To reset a parent (or other local authentication type accounts) password, staff will require the UserRecordsAdmin permission. They will also require this permission if they want to reset a user's account lockout.
For information on assigning permissions in Compass, please refer to the 'Permissions' article from our Knowledge Base.
Checking the Account Authentication Mode
To ascertain what type of authentication mode a user account has, go to the 'Organisation' menu (grid icon) and click 'People Management'.
Locate the user's account and click the associated edit pencil icon. Within the user's record, click to the 'Compass' tab and you will see their authentication mode.
Resetting a Parent (local authentication) Password
If a parent requests assistance with needing their password reset, you can advise them that they have the option to reset their password via their Compass login screen.
Clicking this option will take the parent through a series of questions including a request to enter their current email or mobile.
Please note, Compass will use the existing primary email or mobile on file for that user account for verification before completing a password reset for the user. If the mobile or email that they enter does not match what is on file they will not be able to proceed.
For instances where it is Parent B of an account attempting to reset the password, the system will require Parent A's email/mobile as these details are considered the primary details for the household account.
If a parent is having difficulty resetting their password, you can do so on their behalf and then provide them with the newly generated temporary password.
To reset a parent's password, go to the 'Organisation' menu (grid icon) and click 'People Management'.
Locate the parent's user account in your list of users and select it.
Click 'Actions' and select 'Password & Security Resets'.
This will open a pop-up to determin which user/users the action will occur for, those selected in your list or those filtered for. In this instance it will be for the selected parent so click 'Selected People'.
From the available list of options, ensure 'Reset the person's password to a temporary password' is selected. By default this process will require the person to change their password on next login to one of their choosing.
Click 'OK and the new temporary password will show on screen for you to then issue to the parent.
They can then login to their account with that password and they will be prompted upon login to update it to one of their choosing.
If you close that pop-up and need to check for their temporary password again, you will see it in their user account on the 'Compass' tab (if no temporary password shows, it means they have logged in and set a new password).
Resetting a User's Account Lockout
If a user attempts to login incorrectly, after ten attempts they will be locked out of their account for thirty minutes.
You can reset this lockout to allow them to attempt to login or change their password.
To do so, in People Management, locate the user in your list of users and click to select them.
Then click 'Actions' and select 'Reset Account Lockout'.
You will then be required to confirm this action to proceed via a pop-up. Once confirmed, the user will then be able to attempt to login again.
Compromised Devices
If a user has their device compromised, you can remotely force a logout of Compass on their devices.
To do so, go to the 'Organisation' menu (grid icon) and click 'People Management'.
Locate the user account in your list of users and select it.
Click 'Actions' and select 'Password & Security Resets'. This will open a pop-up to determin which user/users the action will occur for, those selected in your list or those filtered for. In this instance it will be for the selected user so click 'Selected People'.
From the available list of options, ensure 'Forcefully log out this person from all of their devices' is enabled. Click 'OK' to action.
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