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Username and Password Issues

Common username and password issues:

  • Forgot username
    • The log in page has a "Forgot your user name?" link - on a regular computer screen, the link is to the right of the log in section, and on a mobile device or other small screen it's below the log in section. (https://onestopapp.nola.gov/Account/LostUser.aspx).
    • The user will need to enter the email address associated with their account, and they'll receive an email reminding them of their username within the next few minutes. 
  • Forgot password
    • The log in page has a "Forgot your password?" link - on a regular computer screen, the link is to the right of the log in section, and on a mobile device or other small screen it's below the log in section. (https://onestopapp.nola.gov/Account/LostPassword.aspx)
    • The user will need to enter their username in order to have a new, randomly generated password emailed to them at the email address associated with their web account.
    • The One Stop App doesn't automatically prompt someone who's using a randomly generated reset password to change it to something they'll remember - the password email includes instructions on how to find the Account Information page where they can change the random password to something they prefer.
  • The reset password emailed to me doesn't work
    • Each time a user uses the Forgot Password link, a new random password is generated and emailed to them, and the previous password is voided. The most common problem with reset passwords not working is having requested a reset more than once, and not using the password from the most recent email.
    • Although requiring a username in order to reset a password helps avoid username/password mismatches when passwords are reset, sometimes users need to double-check the username they're trying to log in with when they use their new password.

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