NetCommunity portal users having problems resetting their password

Nola Frost

We’ve noticed an uptick in users having trouble changing their passwords to meet the security requirements. Has anyone else seen this occurring more often? If so, any suggestions on best practices to help improve user experience? We have followed Blackbaud’s guidelines on site setup.

Adam Goede

@Nola Frost Yes, sometimes we do see a heavier volume of calls looking for help with logging into Net Community. These people often say they're being prompted by the system to update their password.

You can assist callers by looking up their usernames from the Net Community tab of RE. They can reset their own password by clicking the “Forgot your password” link on the login page. They must enter an e-mail address listed on their RE record. This has gotten them through it every time for us.