# Password # A parent called and can not remember her password? If a parent has forgotten their password, they can reset it themselves, or you can do it for them through your administrative dashboard. #### Option 1: Parent Self-Reset Advise the parent to go to your scheduling login page and click the **Forgot Password?** link. - The system will prompt them for their email address. - An automated email will be sent immediately with a link to create a new password. --- #### Option 2: Admin Reset (Through your account) If you prefer to handle it for them, follow these steps in the **Admin UI**: 1. Go to the **Contacts** tab. 2. Search for the parent by name or email. 3. Click on their record to open it. 4. Click the **Reset PW** button located in the middle section of the page. --- #### Troubleshooting Tips - **Check the Email:** While viewing the parent's record, verify the email address is correct. If there is a typo, they won't receive the reset link. - **Spam Folder:** If they don't receive the email within a few minutes, ask them to check their **Spam** or **Junk** folders. - **Verification:** You can click the **Log** tab in the parent's record to confirm the "Reset Password" email was successfully sent by the system. # How do I change my password? To change your password, follow these quick steps: 1. On the Online Scheduler page, click **Settings** on the sidebar. 2. Select the **Security** section, then you will see the option to change the password. --- #### Need to Reset Without Logging In? If you have forgotten your password and cannot log in to reach those settings: - Go to the main login page and click **Forgot Password**. - Enter your administrative email address, and a reset link will be sent to your inbox immediately. # I've imported my teacher file this year with a new password for my teachers. But it seems that only the password they set for last year works? This is because once a user (like a teacher) has "taken ownership" of their account by setting a personal password, the system protects that password from being overwritten by a file import. This prevents an admin from accidentally locking users out or overwriting their chosen security credentials. If you need to force a reset so that the new password from your file (or a new default) takes effect, you can do so through the **Global Setup**. --- ### How to Reset Teacher Passwords in Bulk 1. Navigate to the **Global Setup / Contacts** page. 2. Click on the link labeled **Show advanced options...** at the bottom of the page. 3. Locate the **Default Password** section. 4. Click the **Reset Admin Password** button. 5. A pop-up will appear asking which access level you would like to reset. 6. Select **Appointment Viewer** (this is the default access level for teachers). --- #### What Happens Next? - **The "Reset" Effect:** All users at that access level will have their personal passwords cleared. - **The New Password:** Their password will now revert to whatever you have set as the "Default Password" in that same section, or the password included in your most recent import. - **First Login:** When teachers log in for the first time after this reset, they will use the new password you provided. Depending on your settings, the system may prompt them to create a new unique password immediately upon entry. #### Important Note Be sure to communicate this change to your staff before performing the reset, as their old credentials will stop working immediately once you click that button. # My teachers are receiving a message to "contact the Administrator" for a password This message would come up if you import a password for your teachers. For these teachers, let them know what password you imported. Alternatively, you can reset the password for all your teachers. To do so, go to the **Global Setup / Contacts Setup** page, Advanced Options, **Default Password** section. Optionally, you could change the default password setting. Then select the **Reset Admin Passwords** button to reset all passwords for your teachers. # I'm trying to reset the password for a parent, but I'm getting a message that says I can not This happens because of **privacy and security protocols** designed to protect parent data across different organizations. If a parent has used their email address to book appointments with **another school or organization** that also uses pickAtime, their account is considered a "global" account. Because their history might contain confidential appointments with other entities, the system prevents any single administrator from overwriting their password. --- #### How to Resolve This Since you do not have the administrative authority to change a password that is shared with another organization, please advise the parent to use one of the following methods: - **Self-Service Reset:** Ask the parent to go to your login page and click the **"Forgot Password"** link. This allows them to reset it themselves via their own email. - **Contact pickAtime Support:** If the self-service option fails, the parent should email **support@pickatime.com**. Our support team can verify their identity and issue a password reset that works across all their associated accounts. # Sometimes when my parents try to log in to book the site will tell them that they are a bot. Why is that? The "bot" message is triggered by **Google reCAPTCHA**, a security tool we use to protect the system from automated spam and cyberattacks. It runs in the background and analyzes browsing behavior to ensure the user is a real person. #### Why "False Positives" Happen Occasionally, the system incorrectly flags a parent as a bot. This usually happens if: - The parent is using a **VPN** or a very restrictive corporate/school network. - They have browser extensions or "Ad Blockers" that interfere with Google's scripts. - They are using an outdated browser. - They have performed a high number of rapid clicks or refreshes in a short period. --- #### How to Solve It If a parent reports this issue, advise them to try the following steps: 1. **Perform a Hard Refresh:** - **Windows:** Press `Ctrl` + `Shift` + `R` - **Mac:** Press `Cmd` + `Shift` + `R` - *This clears the browser's cache for that specific page and forces it to reload the security scripts.* 2. **Try a Different Browser:** If they are using Safari, have them try Chrome or Firefox (or vice-versa). 3. **Switch to Incognito/Private Mode:** This disables extensions that might be causing the conflict. 4. **Check the Network:** If they are on a mobile device, suggest switching from Wi-Fi to cellular data (or the reverse) to change their IP address.