Keywords: password reset, expired password, employee login
Summary
This article covers how to reset an employee's password in Cloud 9 when it has expired or been forgotten, including the written authorization procedure required to request a reset through Cloud 9 Support if no one at the practice is available to perform it.
The Problem
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. However, passwords can be reset by staff with the correct permission of 'Edit Employees in their Edit > Setup > Employees profile.
If you have the correct permission, follow the steps below to reset a user's password. Screenshots are included.
Note: Support cannot add any permissions. All permissions must be applied by the practice.
The Solution
Step 1 - In Cloud 9, navigate to Edit > Setup > Employees.
Step 2 - Check the box next to the employee’s name you want to change, then select Edit.
Step 3 - In the upper right of the 'Edit Employee' window, type in a temporary password for the employee. Next, select the green 'Save' button in the bottom right.
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 - The user should carefully review the Password Requirements before creating their new password. The requirements for a permanent Cloud 9 password set by the user are:
- One number.
- One uppercase Letter.
- One lowercase letter.
- One special character.
- 8 character minimum.
- Username cannot contain password.
- Password cannot contain username.
- Password must contain one letter.
- Password cannot be similar to previous one.
After ensuring the new password meets these requirements, the user should enter the current temporary password and then in the 'New Password' and the 'Confirm Password' fields, enter the new password and click 'Reset.'
To Request a Password Reset from Cloud 9 Support
If an employee needs their password reset and no one with the permission is on site, we must receive a written request from the Doctor or Practice owner. For security, the written request must include the following:
- Request must be a dated letter on the practice's letterhead.
- Contain the handwritten signature from the Doctor or Practice Owner.
- Request which authorizes which employee login(s) need passwords reset.
- Request should be emailed as an attachment to cloud9support@planetdds.com.
Once the request is received, Cloud 9 Support will reach out to provide the temporary password.
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.