This article is for customers who do NOT use Single-Sign On (SSO) to access Balance. Please reach out to support.balance@evertrue.com with any SSO access issues.

Reset your password from Login page

1. Click the 'Forgot Password' link on the Login page to initiate the password reset process. 

   

    
2.  Enter your username and click 'Reset password'.

   

    
3. You'll then be given a choice of how you want to receive an Access code (aka security code). You can choose to receive the code via email or phone, depending on what you've setup for Multi-Factor Authentication (MFA). Make your selection and click 'Get code'.

   

   See this article for more info on MFA: How Do I Update my Multi-Factor Authentication Information?
    
4. You'll then receive the code via the email address of phone number selected. Enter your Access code and hit 'Submit'.

   

   Note: While it's usually instantaneous, at times it may take a minute or two for the code to be delivered via email. The email will come from AppSupport@evertrue.com. Please check your spam/junk folders before reaching out to support if you didn't receive the code.
    
5. Now you'll be able to reset your password. Hit 'Update' when you're done.

   

    

Reset your password when you're already logged in

1. Once you're logged into Balance, click on the person icon in the top right corner of any page and select 'Settings".

   

2. Use the Update password section to enter a new password and hit 'Update password' button when you're done.

   

Password Requirements

• At least 1 upper case character

• At least 1 lower case character

• At least 1 number
• At least 1 special character (!?-@#$%^&*)
  Please note: you can only have one of each special character in your password
• Minimum of 8 characters in length