Resetting a forgotten Igloo password

Send an Igloo Authentication password reset email to the address associated with your account. 

The Forgot your password? link located on the sign in page.

Sections in this article: 

Considerations and caveats

  • Resetting LDAP Auth or SAML password: This process does not allow you to reset your LDAP Auth or SAML passwords. Contact your workplace administrator for instructions on how to reset these alternative authentication methods.
  • Account delegation: If your digital workplace use's an authentication method such as LDAP Auth or SAML, and you have logged in using one of these methods, you cannot reset your password this way. Contact your workplace administrator to trigger a password reset for Igloo Authentication.
  • Email user vs. Extended access user: Depending on the type of user account you have your password reset process will differ as outlined in the steps below.

Password requirements

When creating an Igloo authentication password, it must conform to these rules:

  • Contain between 10 and 50 characters
  • Contain at least one uppercase character
  • Contain at least one lowercase character
  • Contain at least one digit
  • Contain at least one special character (~!@#$%^&*_-+=`|\(){}[]:;"'<>,.?/)
  • Does not match any of the last 5 passwords used for Igloo.
  • Does not contain the account's username
  • Does not contain Unicode characters

How to reset your Igloo password as an email user

If you log in to your digital workplace using an email, follow these follow these steps to reset your password:

  1. Go to your digital workplace's Igloo Authentication Sign In page. The URL of this page is your digital workplace's URL with /?signin appended to it. For example: https://customercare.igloosoftware.com/?signin.
  2. Select  Forgot your password? link below the password text box.
  3. Enter the email address associated with your Igloo Account in the provided text box.
  4. Select Submit to send a password reset email to the provided email address.
  5. Look for this email to appear in your inbox. Check your trash and spam folder in case the email ends up there.
  6. Once you receive and open the email, select the Reset Password link inside. This link is valid for 24 hours after being sent.
  7. Enter your new password in the provided text boxes. For password rules, refer to Password requirements.  
  8. Select Submit to apply this change.

How to reset your Igloo password as an extended access user

If you log in to your digital workplace using a member ID (e.g. something that is not an email address), you are an extended access user and can follow these steps to reset your password:

  1. Go to your digital workplace's Igloo Authentication Sign In page. The URL of this page is your digital workplace's URL with /?signin appended to it. For example, https://customercare.igloosoftware.com/?signin.
  2. Select Forgot your password?
  3. Enter your Member ID in the provided field and select Submit.
  4. Answer your three security questions and then select Continue. Your answers are case-sensitive.
  5. Enter your new password in the provided text boxes. For password rules, refer to Password requirements.  
  6. Select Submit.