When a password expires or a user cannot remember it, it must be reset in Cloud 9. For security reasons, Cloud 9 Support is unable to reset passwords unless a written authorization from the doctor or practice owner is provided. Passwords can be reset by staff with the correct permission. Below are the steps to be taken by an employee at the practice with the "Edit Employees" permission in their Edit > Setup > Employee profile:
Step 1 - Go to Edit > Setup > Employees
Step 2 - Check the box next to the employee’s name you want to change, then select Edit.
Step 3 - Type in a temporary password for the employee then select the green Save.
Step 4 - When employee logs in, they will get a screen that prompts them to change their password from the temporary one. They will enter the temporary password you set for them in the top box.
Step 5 - They can click on the “Show Password Requirements” box to see what restrictions and requirements are set on creating new passwords. Enter new password in the "New Password' field and the "Confirm Password' field, then click reset.
If there is no employee available to perform the password reset, the following procedure may be done as an alternative:
1) On your office letterhead,
2) A letter with a handwritten signature by the doctor or Practice Owner
3) Requesting which specific logins/passwords be reset
4) Emailed as an attachment to cloud9support@planetdds.com
As always, if you have any further questions please do not hesitate to reach out to Cloud 9 Support by emailing us at cloud9support@planetdds.com, or chatting us online using the chat bubble on the lower right at https://cloud9support.planetdds.com/hc/en-us, or giving us a call during our business hours of 8:00 AM EST to 8:00 PM EST at the 1.800.394.6050 option 2.