If a student cannot remember their password, they can reset it via email from the platform sign-in page. Admins can also send password reset emails. As a security best practice, Acadio does not allow admins to view or change passwords on other accounts, including those of students. 

"Did the student receive the password reset email?"

❌ NO, the student did not receive the email.

  • Ensure that the student’s email address in Acadio is correct.

    Look for typos and verify that the email address on their account is the same inbox the student is checking. Students often check a personal inbox instead of their work inbox, or vice versa. 

  • Ask the student to check their spam or junk mail folder.
    System emails can mistakenly be sent to the spam folder, especially in corporate environments with heightened security practices.
     
  • Resend the password rest email:
    1. Select Users from the main menu and locate the student’s account.

    2. Click on the student from the results to manage the user.

    3. Click Send Password Reset from the Account Actions tile. 



Verify that the email was sent and delivered by reviewing your SMTP relay activity. If Acadio is sending these emails on your behalf, you can contact support@acadio.com to verify the status of emails. 

✅ YES, the student received the email. 

If the student received the password reset email and was able to click on the button or link, they are likely having trouble completing the reset process. 

  • Ensure that the password reset link used is still active.

    Password reset links expire 48 hours after generation. 

  • If multiple password reset emails were sent, ensure that the student is using the most recent reset link.

    Links in older emails are automatically expired whenever a new password reset email is sent. If a new password reset email was sent by an admin, the student must use the link in the most recent email. This is a common reason students are unable to reset their passwords, as many email providers group related messages together, making it easy to accidentally click into an older message.

  • Ensure that the student’s new password meets the requirements.

    Passwords must:

    • Have a minimum of 8 characters.

    • Include both upper case and lower case letter(s).

    • Include number(s).

    • Include special character(s) (!,#,%,$...)

If the student is still unable to reset their password after completing the steps above, you will need to submit a ticket to Acadio.