I am locked out of my caDSR account? What do I do?
- If you have set up three security questions, select Unlock My Account and answer your three security questions correctly. You can then change your password.
- If you do not know the answers to your security questions or have not set them up yet, you can wait an hour and your account will be unlocked or you will need to contact Application Support (firstname.lastname@example.org) and have your password reset.
I have forgotten my current password, can I use the “Forgot my Password” feature to retrieve it?
- If you already set up security questions, yes. You have to answer all three security questions correctly.
- If you have not set up security questions, you will have to contact Application Support (email@example.com) and have it reset. Afterward, return and select Setup Security Questions.
My current password was rejected on the first attempt, but the second attempt worked successfully to Setup Security Questions.
Your account settings are not set to Expired until you attempt at least one login after the password expiration date. Once you try to log in once to a caDSR Database Tool or the Password Change Station, the expiration date is recognized, and you are prompted to answer your security questions.
Why could I not reset my Password?
You may have tried to reset your password twice in 24 hours, which is not allowed according to NIH policy. Contact Application Support (firstname.lastname@example.org) to reset your password.
I could not create a valid new password. Why?
Check the Password Restrictions on the screen carefully. For example, there are only three special characters that you can use: underscore, pound sign, or dollar sign ( _ # $ ).