Resetting your password

Select where you would like to reset your password.

• Resetting the password in the web application
• Resetting the password for an AEB account
• Resetting the password in Citrix
• Resetting the password for the Service Portal

Resetting the password in the web application

If you log in directly via the web application, you can reset your password at any time when you log in.

1. Open the login page for your AEB product.
2. Click Forgot password when logging in. In the following screenshot, AEB is entered as an example in the Client field and EM is entered as the user initials in the User field.
3. Complete the fields, then click Request now.
   • You will receive an email with a temporary password. It will remain valid for 24 hours. (Email not received?)
4. Change the temporary password by choosing a new password.

Resetting the password for an AEB account

You can reset the password for your AEB account at any time during login.

1. Open the login page for your AEB Home.
2. Enter the email address of your AEB account.
3. Click Forgot password.
4. Confirm your email address and click Submit.
   • You will receive an email with a link to change your password. The link will remain valid for 15 minutes. (Link expired or not received?)
   • Leave the browser window open. From here you’ll be able to log in again with the newly assigned password.
5. Click the link in the email.
6. Enter a new password, re-enter to confirm, then click Change password.

• The password change has now been saved. Log in with the new password.

Resetting the password in Citrix

If you log in via Citrix, our support will reset your password. Submit your request using this form.

Resetting the password for the Service Portal

1. Open the login page for the Service Portal.
2. Select Log in with AEB account.
3. Enter the email address of your AEB account.
4. Click Forgot password.
5. Confirm your email address and click Submit.
   • You will receive an email with a link to change your password. The link will remain valid for 15 minutes. (Link expired or not received?)
   • Leave the browser window open. From here you’ll be able to log in again with the newly assigned password.
6. Click the link in the email.
7. Enter a new password, re-enter to confirm, then click Change password.

• The password change has now been saved. Log in with the new password.

Questions about the password

• The reset password link has expired. How do I get a new one?
• I’m trying to reset my password but didn’t receive an email. What should I do?
• Why doesn’t my new password work?