Password Reset

Written by Matt Young

Table of Contents

Staff Reset App Reset The Hubbard Way - FAQs

Staff Reset

There are two methods you can use to send the guardian a link to reset their own password:

  1. Select "Reset Password Via Email" to send a password reset link via email to the email address on the guardian's account; similar to using the "Forgot Password" option from the Customer Portal. From this email, the guardian is then able to reset their own password
  2. Select "Reset Password Via SMS" to send a password reset link via text message to the phone number on the guardian's account. (Note: This option is only available if you have SMS/Voice messaging enabled on your account and will cost one credit.)

For security purposes, the link in the email/text message will expire 30 minutes from the time it is sent.  If the guardian is unable to access the link within that time frame, they can use the "Forgot Password" option on the Customer Portal to generate a new one.

App Reset

PRO TIP! Verify you are requesting a reset for the correct swim school 

  • Select Forgot Password

  • Enter the primary email
    address associated with
    the account

  • Copy the verification code

  • Paste verification code & click Verify

  • Enter password with 8 characters & select Update Password

The Hubbard Way - FAQs

Why can't I manually edit the password?

There is no way to manually edit a customer portal password to ensure that only guardians have access to it and can, therefore, electronically accept policies on behalf of the family or student. **If there is a major issue with resetting both ways then contact jessie@hubbardswim.com. She currently has a work around.

Troubleshoot #1

  1. Delete email
  2. Save & Close
  3. Enter email
  4. Save & Close
  5. Try reset password

Troubleshoot #2

  1. Do they have another email address they would like to use as a primary? We can still keep the original as a secondary email.

Troubleshoot #3
(haven't done this in a while so at some point I am sure iCP will create a block for privacy purposes)

  1. Delete email
  2. Save & Close
  3. Enter email SUPPORT@hubbardswim.com
  4. Save & Close
  5. Reset password
  6. Reset email will go to support inbox.
  7. Create password to something easy. LastName1234, Swim1234, KidName9876
  8. Delete SUPPORT@hubbardswim.com
  9. Save & Close
  10. enter correct email
  11. Save & Close
  12. Verify you can log in through the Portal
  13. Let he parent know the password and they can change it by going to Account > Scroll to the very bottom

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