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Troubleshoot password reset issues

Updated

This guide provides troubleshooting solutions to Record Manager password reset issues.

Issue: You didn’t receive the password reset email

You asked for a password reset, but did not receive it in your email.

Reason 1: You’ve entered the incorrect email address

Check that you’ve entered your Record Manager registration email. You can’t use a forwarding or an account recovery email address to retrieve your password. If you’re unsure if the email registered in your account, contact your DSL.

Reason 2: The password reset email is in the Spam folder

Find the password reset email in your Spam folder. To ensure future emails from Record Manager are not filtered as spam, try the following:

Reason 3: You attempted to sign in to the wrong URL

Make sure you’re signing into app.safeguard.software. Record Manager will not email you the password reset link if you’re resetting your password from the wrong URL, such as a link you found on search engines.

To ensure you’ll receive the password reset email, ask to reset your password only from app.safeguard.software.

Reason 4: The password reset email hasn’t reached your inbox

It can take a few seconds for the password reset email to reach your inbox. Wait a few seconds, then either refresh your browser or restart your email application.

Reason 5: Your school blocks emails from Record Manager

Ask your school’s IT Administrator if a web filter is blocking emails from Smoothwall and request that they allow the domain, qoriaapis.cloud through your school’s filter or firewall.

Issue: You’ve reset your password, but you still can’t sign in

Reason 1: You may be signing in to the wrong URL

Ensure you’re signing into app.safeguard.software with your new password.

IMPORTANT

Don’t search for the sign-in page using search engines (e.g. Google). Bookmark app.safeguard.software instead in your browser or select Smoothwall Record Manager in the Welcome to Smoothwall Record Manager email you received when your account was created.

Image 1. Sign in by selecting Smoothwall Record Manager in your “Welcome to Smoothwall Record Manager” email. This opens app.safeguard.software.

Reason 2: Your browser hasn’t recognised your new password

Network lags and browser caching can sometimes cause sign-in issues even when you’ve successfully changed your password. When this happens, try these solutions:

  • Close your browser tab or window, then reopen app.safeguard.software and press Ctrl + Shift + R (Command + Shift + R for macOS) on your keyboard.
  • Open app.safeguard.software on a new browser in incognito or private mode, then sign in with your new password.

Reason 3: Your school has enabled Two-Factor Authentication (2FA)

If you’re a DSL, Record Manager might ask you to set up 2FA as another layer of security. See Using 2FA to Sign In for the steps in setting up and signing in with 2FA.