If a Portal user has forgotten their password, you are able to reset them from within the software.

To reset a portal user’s password, select the user from within the Portal Dashboard, and select the ‘Edit Portal User’ link. On this screen, select the ‘User Info’ link from the upper left-hand corner.

When the Reset Password button displays, the portal user has logged into the portal to set up security questions and a password.

Please note: if you are seeing password and confirm password boxes instead of the Reset Password button, this indicates that the portal user has never answered the security questions and changed  their password from what you originally set them up with. You can enter a new password into these two boxes, save the tab and provide that password to your client. The password you enter will be removed when you save the screen as the system will never display a portal user’s password.


 Once you select the ‘Reset Password’ button a new window will appear confirming your selection.


The portal user will be sent an email from ‘donotreply@ftwilliam.com’ and they would need to click on the provided link.  


From here the User can create a new password. Please keep in mind the password needs to meet the following criteria:

  • Be at least 8 characters long
  • Contain at least 1 Number
  • Contain at least 1 Letter
  • Contain at least 1 Special Character