I can't log in! Why do I have to keep resetting my password?

How do I access my portal?

When you log in to Astute, your username needs to be in a specific format and your password needs to be correct and valid. The Username must be in the format firstname.lastname. 

Please be aware that your name will likely be your full legal name, not an abbreviated or common version of it. You may also have a number after your last name if you have the same name as another user in the portal. 

Why do I have to reset my password every time I log in? 

The number one reason why this happens is that the Username is being entered incorrectly. Most commonly, it's being entered as an email address, but sometimes it's because there are extra spaces or other characters that are being included. 

If you enter your Username correctly you won't need to keep resetting your password. 

What if I don't remember my Username? 

No worries! If you still have the first email from your employer providing you access to your portal, your Username is in this email (don't include the comma!). 

 If you don't have access to this email any more, that's ok. You'll just need to contact your employer or payroll department so they can confirm what it is for you. 

What if I forgot my password?

If you've forgotten your password, simply click the 'Forgot password' link underneath the login section. You'll be asked to enter your username or the email address linked to your account, as well as the 2 security questions associated with your login.

NOTE: If you do not remember your security questions you can not use the 'Forgot Password' option,  you will need to contact your employer/agency and have them send you a new link instead. When you get this link you can reset your password and security questions.

Click on the link in the email to reset your password. You'll be asked to enter a new password and secret questions. Depending on your employer's setup, you may have minimum password requirements. 

You'll get a confirmation your password has been saved and then you can log in with your username (firstname.lastname) and new password.