Fund advisors set up their passwords the first time they log in to their fund advisor portals. If the fund advisor didn't log in within 30 days of the initial email notification, then the link expired and no password was set. In this instance, send another login email to the fund advisor. If, on the other hand, the fund advisor has logged in to the fund advisor portal and set a password that has been forgotten, then reset the password.
Reset Password
- Navigate to the Fund Advisors page and click the ID of the fund advisor that requires a password reset.
- Click Reset Password in the left-side menu.
- Click Send Login Email in the left-side menu.
- Customize the email Subject and Message if applicable, and then click Send Email.
- If the Send Login To Advisor email doesn't populate, ensure the fund advisor has the following:
- An email listed in their profile.
- A login listed in their fund advisor record.
- If the Send Login To Advisor email doesn't populate, ensure the fund advisor has the following:
The fund advisor will receive an email similar to what is shown below and has 30 days to use the link in the email to access the fund advisor portal to reset their password.
Troubleshooting Password Not Sending or Receiving
If fund advisors use the Forgot Password option on the fund advisor portal login screen but the email never arrives, then one of the following options may be helpful.
- The email was not sent because the fund advisor login name entered in the Forgot Password request did not match the login name in the profile record.
- CommunitySuite logins are case sensitive meaning upper and lowercase letters must match exactly. If a match does not exist, then the email was not generated and did not send.
- Example: samantha_evans@exampleemail.com is not the same as Samantha_evans@exampleemail.com
- CommunitySuite logins are case sensitive meaning upper and lowercase letters must match exactly. If a match does not exist, then the email was not generated and did not send.
- The email was sent but is caught up in spam or junk filters. Check the spam/funk folder.
- Password reset requests create system-generated emails that may look suspicious to spam/junk filters thus causing them to be directed away from the inbox and into the spam folder.