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Engage Mobile: Username and Password Reset (SSO)

Fourth Customer Success Portal
  • Updated

Overview

This article shows how to regain access to the Fourth platform if a user has forgotten their username, password – or both. The article will cover the options for standard Employee Self-Service (ESS) account users and additional options for the Engage Administrator (applicable to Fourth Engage customers). 

For more information on user activation, please take a look at Fourth Engage - User Activation Experience. 

Please note: The credentials used here can be set up for single-sign-on (SSO) on other Fourth products. For username and password reset articles on other Fourth products, please take a look at How to Reset Username/Password: All Fourth and Hotschedules Systems (Login issue).

Select Issue

Employees and End Users

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Retrieve/Reset Username

Blocked_User.png

Reset Password

 

Administrators

User_Browser.png

Retrieve/Reset Username

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Reset Password


Usernames - ESS and End Users

To reset your username, you have to log in first. Follow the steps below to retrieve your username and log in, once logged in you can reset the username. 

Retrieve Username

  • The username is always an email address, typically an employee’s personal one (but not always)
  • Or, on the login page, select Forgotten username? 

Fig1.png
Fig.1 – Forgotten username? button

  • Enter a valid email address – this email address must be the one associated with the account – and then Submit

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Fig.2 – Entering an email address to find out username

An email containing the correct username will then be received at that address.

  • If an email is not received, this means that the address entered is not the one associated with the account - please try entering a different email address and check to see if an email is received or ask your administrator to follow the administrator steps in this this article to retrieve your username

Finger01.png Always look in your spam/junk email folders, just in case

 

Reset Username

  • Once logged in, select Hi FirstName

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Fig.3 - Select Name

  • Select the pencil icon

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Fig.4 - Select the pencil icon on User Profile

  • The username will then be visible in the box highlighted below

  • Enter the email you'd like to change your username to, e.g. your personal email address

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Fig.5 - Entering new username

Next one of two things will occur:

1. The change will SAVE and no further action is required - you will see the message in Fig.6 below

Finger01.pngIf you had a previous account, this means it is now inactive

Fig.6.png

Fig.6 - Username successfully changed

2. The change will NOT SAVE and further action is required - you will see the message in Fig.7 below

Finger01.pngIf you had a previous account, this means it is still active and using the email you want as your username

 

Fig.7.png

Fig.7 - Username change unsuccessful 

If the change did NOT SAVE:

You must access your old account from your previous employer and change the username to free up your personal email address as a username by using the steps above.

  • Then log back into your current account
  • Change your Username to your personal email since it's no longer the username of the old account > Save


Usernames - Engage Administrators

For customers using Fourth Engage, the designated Engage Administrators will also be able to verify a user’s username. 

  • When on the administration landing page, go to the Search Users tab 

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Fig.8 – Navigating to the Search Users tab 

  • Users can be searched via various fields – see Fig.9

 Fig4.png
Fig.9 – Searching for a user in Engage administration

Once the relevant user has been found, the username can be confirmed. Fig.10 below demonstrates how the username can be either the personal email address, or a variation of it.

Fig5.pngFig.10 – Two examples of usernames


Passwords - ESS and End Users

  • On the login page, select Forgotten password?

Fig6.png
Fig.11 – Forgotten password? button 

  • Enter the relevant username (having followed the previous steps if necessary) and select Reset password 

 Fig7.png
Fig.12 – Requesting a password reset 

An email will then be received at the user’s associated email address, containing a link to enter and confirm a new password. 


Passwords - Engage Administrators 

For customers using Engage, the designated Engage administrators can reset users’ passwords. 

  • When on the administration landing page, go to the Search Users tab
  • Users can be searched via various fields – see Fig.9
  • Once the relevant profile has been found, select either the user’s First Name, or Last Name

Fig8.png
Fig.13 – Selecting a user’s first or last name 

A summary of the user’s account will be displayed. 

  • Use the Reset Password button

Fig9.pngFig.14 – Resetting a user’s password 

An email will then be received at the user’s associated email address, containing a link to enter and confirm a new password. 

  • The administrator may wish to advise the user to check their email (specifying the address to use)

If you have a technical issue and need assistance, please get in touch with us through the blue "Help" button in the corner or refer to our Support Contact Information article.

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