Resetting a Forgotten Password or Recovering Your Username

Purpose

Use this article when you cannot log in because you have forgotten your password or are not sure which email address is your username. Both recoveries are self-service from the login page. No administrator or support ticket is needed in the normal case, and administrators cannot reset another person's password for them.

Who needs this: anyone locked out of the Employer Portal or Employee Portal. The steps are the same for both.

Reset a forgotten password

1. Go to the UZIO login page.
2. Click Need help logging in?
3. Choose I forgot my password.
4. Enter your username. This is the email address you registered with.
5. Complete the "I'm not a robot" check and submit.
6. Open the email UZIO sends to that address (subject Forgot Password) and click the link in it.
7. Enter and confirm your new password. Follow the on-screen password policy. A password you have used before is rejected.
8. Log in with the new password. If 2-Step Verification is set up on your account, you still enter your code as usual.

The reset link is time-limited; the email tells you how long it stays valid. If it has expired, start again from step 1 and use the newest email.

Recover a forgotten username

Your username is the email address you registered with. If you are not sure which one:

1. On the login page, click Need help logging in?
2. Choose I forgot my username.
3. Enter your First Name, Last Name, and Date of Birth.
4. Enter your SSN, or your Employee ID and Company Name, as the screen requests.
5. UZIO shows your username partially masked (the first and last characters are visible). This is usually enough to recognise which email address you used.

If you still cannot tell which address it is, your administrator can look it up for you (see below).

What an administrator can and cannot do for you

Common problems

The reset email hasn't arrived

1. Wait a few minutes, then check spam or junk and any company mail quarantine.
2. Make sure you entered the exact email address you registered with. A reset request for an address that is not a UZIO username sends nothing. If you have more than one email address, try each, or ask your administrator to View Username.
3. If your company's mail filter blocks automated senders, ask your IT team to release the message.
4. Still nothing after 30 minutes: go to Still stuck?.

The reset link says it is invalid or has expired

The link is valid for the period stated in the email. Request a new one from Need help logging in? and use the link in the most recent email only.

The username lookup can't find me

• Enter your name exactly as it appears on your employee record, including any middle name or hyphen your employer entered.
• Check the date of birth on your record with your HR admin if the lookup keeps failing.
• If you are not an employee of the company, for example an external accountant added as a portal user, you have no employee record for the lookup to match. Ask the Employer Administrator to use Manage Users > Actions > View Username.

I know my password but sign-in still fails

• "Username has not been registered": you registered under a different email, or never registered. See Registering and Logging In.
• The 2-Step Verification code is rejected: see Two-Factor Authentication.
• Repeated wrong-password attempts: stop retrying. In UZIO's standard configuration, five failed attempts lock the account and the lock clears after eight hours. Reset the password while you wait so you are sure of it when the lock lifts. If you need access sooner, contact UZIO Support and say when the attempts happened.

I'm using the UZIO Mobile App

Reset your password from the UZIO login page in a browser, then sign in to the app with the new password. Your app login is the same account.

Still stuck?

Please reach out to us at support@uzio.com or call +1-571-601-1752. Include the email address you believe is your username, your company name, what you tried (password reset, username lookup, or both), the exact message on screen, and the approximate time. Do not send your password or your SSN by email.

Related articles

• Registering and Logging In to the Employer Portal
• Changing Your Password or Username
• Setting Up Two-Factor Authentication (2FA)
• Viewing and Editing Employee Usernames