PoolCar Password Reset / User Can't Login (Non-SSO)
- Sarah Masefield
- Audrey Torres
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 |
|---|---|
I have forgotten my UsernameMy 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 PasswordMy 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).
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User is Blocked | Please follow the process on resetting the user’s password to unblock the account PoolCar Password Reset / User Can't Login (Non-SSO) | Resetting a user's Password on their behalf |
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