PoolCar Password Reset / User Can't Login (Non-SSO)

In PoolCar, unless a customer has been configured with Single Sign On (SSO), a user logs into their PoolCar instance e.g. https://company.poolcar.com with their Username e.g. test.user@company.com and Password e.g. Th1sIsaPassw0rd!

Sometimes users can experience an issue with a lost/forgotten Username or Password, below is some troubleshooting they can do themselves, or you can do as a System Administrator.

Issue	Action

Issue

Action

I have forgotten my Username

My Username is not recognised by PoolCar

Click on Forgot username? on the sign in page

Enter the email address associated with your PoolCar account

Click on Send Username

An email will be sent to the registered email address confirming your Username

I have forgotten my Password

My Password is not recognised by PoolCar

Click on Forgot password? on the sign in page

Enter the registered username associated with your PoolCar instance

Click on Reset Password

An email with a temporary password will be sent to the registered email address

Navigate to the PoolCar sign in page

Type the temporary password into the “Type in your current Password:” field, and type in your new Password twice and click on Change Password

Resetting a user's Password on their behalf

Navigate to the SysAdmin Main Menu > Manage Users

Locate the User in question and click on Edit to the far right of the user record

You have two options here, you can either click on Reset Password or you can chose to Resend Welcome Email

Resetting the password resets the password and displays it to the admin to then give to the user - no email is sent to the user.

Resending the welcome email resets the password and sends a new welcome email to the user (which contains the new password).

If you are unable to find an answer to your question in here please log a support request via the Smartrak Service Desk