Changing or resetting your Extranet log-in details

Updated 2 months ago | 2 min read
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You can change the password to your Extranet account anytime or reset it if you've forgotten it. You can't change the email address you use to log in, but you can add a new user account and delete the old one if necessary. 


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Changing your Extranet password

Here’s how to change the password you use to log in to the Extranet:

  1. Log in to the Extranet
  2. Click Account, then Change password
  3. Enter your current password, then enter and re-enter your new password
  4. Click Save.

If you forgot your password or username—also known as “Log-in name” or “Log-in ID”—you’ll need to reset them instead.


Resetting your Extranet password

After five failed log-in attempts, you’ll be locked out of your account. If you try to log in again, you’ll see a pop-up message asking you to confirm your email address. Click Yes, create my password, and we’ll email you a link to reset it.

If you also forgot your username, select Forgot your username? to contact one of our support teams.

Here’s how to reset the password for your Extranet account:

  1. Go to the Extranet sign-in page
  2. Click Having trouble signing in? then Forgot your password?
  3. Enter your username, then click Send reset link
  4. To reset your password, click the link in the email you receive from us

Adding a new user

You can’t change the email address you or anyone else uses to log in to the Extranet. However, the account administrator (also known as the admin user) can create a new user account using a different email address and then remove the old one. Here’s what they need to do:

  1. Log in to the Extranet.
  2. Click Account, then Create and manage users
  3. Select Add a user, then New user
  4. Enter the user’s name and email address, then click Next step: Set up access rights
  5. Select the access rights the user needs, then click Send invite

Once the user accepts the invite, they can log in to the Extranet with the new email address. Be sure to also update the property’s contact details on the Extranet if necessary. To remove the old user account, the admin user needs to:

  1. Log in to the Extranet
  2. Click Account, then Create and manage users
  3. Click Manage next to the old user
  4. Select Remove user

To add another property to an account, there are three options 

  1. If the property you’d like to add isn’t listed on our platform yet, you’ll first need to register it by following the instructions in this article.
  2. If the property you’d like to add is part of the same legal entity as the one linked to your master account, contact us via the Extranet’s inbox so we can add it for you.
  3. If the property you’d like to add isn’t part of the same legal entity, you can’t add it to your master account. You’ll need to create a separate, non-master log-in account for this property by following the steps in this article. Remember to choose a username that’s different from the one you use for your master account.

If you want to change the email address you use to access an Extranet account with five or more properties, you’ll need to contact your local partner support team.

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