Claim your account or reset your password
When you can't sign in yet, or can't sign in right now, your IT team can start an account claim or a password reset for you: a way to set your password yourself without signing in. New employees usually get an account claim before their first day; someone locked out gets a password reset. You get it one of two ways:
- A link by email, sent to your personal email address. The email is titled "Set up your organization account" or "Your IT team started a password reset", and its button opens the page where you set your password.
- A six-digit code, read to you by phone or in person, with the email to type it with.
Nobody else sees the password you choose, including your IT team.
A password reset from your IT team is not the Forgot? link on the sign-in page. That one you start yourself, from the email Owlie sends to your sign-in address; it also sets your linked accounts, such as your directory account, and the page names them before you choose the password.
If your organization changes the type of password it uses, for example from Secure Login to a standard password, your password keeps working: the next time you sign in with it, Owlie switches it to the new type. Until then you can't change it in My settings: sign in with it once, or use Forgot? on the sign-in page, which emails you a link to choose a password of the new type. A password reset from your IT team does the same.
Set your password
- Open the link from the email. With a code instead, go to your organization's sign-in page, select Have a claim or reset code?, enter the address your IT team gave you with the code under Email, type the code, and select Continue.
- Under Confirm it's you, answer each question the way your organization has it on record, then select Continue. If your organization asks no questions, you skip this step. A date is three boxes: day, month and a four-digit year. Back on the next step returns here.
- Check the list under This password will be used for. It names Owlie sign-in and each other account the password sets, such as your directory account.
- Choose a password that meets every requirement listed under Your new password needs, enter it again under Confirm password, and select Set password. If there's no password to choose, because you sign in through your organization's single sign-on, select Finish setup instead.
- Wait while each account takes the password. This usually takes a few seconds.
When everything is set, Owlie shows You're all set or Password set. If you just claimed your account, select Sign in and use your work email and the new password. Setting the password doesn't sign you in, and it signs you out of Owlie anywhere you were already signed in.
If something goes wrong
This claim or reset link is invalid or has expired. The link was already replaced, revoked or past its date. Ask your IT team for a new one.
That email and code don't match an open claim or reset. Check that you typed the address your IT team named and the code exactly. A code works for a limited time (30 minutes, unless your organization changed it) and stops working after a few wrong tries. Ask for a new code if it has run out.
Those answers don't match our records. The message says how many tries you have left. After too many, the account claim or password reset locks, and you need a new link or code.
That password didn't work. One of your accounts refused it, often because it doesn't meet that account's own rules or matches one you used before. Select Try a different password. You have a few tries; after the last one, the account claim or password reset closes and you need a new one. If some of your accounts took it before another refused it, the page names them, and the next password is set on all of them again.
This account claim or This password reset has closed, was cancelled or is locked. Ask your IT team for a new link or code. With a new code, select Enter a new code.
Your Owlie sign-in is ready, but another account didn't take the password (marked Partly set). You can sign in to Owlie. Open My access, where that account shows Needs a password, and use Use my current password or change your password to set it.
Still working. An account is taking longer than usual. You can close the page, and after a while the page stops checking; the work goes on. If the password doesn't take, your IT team can see why and send you a new link or code.
Account claims and password resets are unavailable right now. Owlie couldn't take the request. Try again later.
Too many tries from this network. Wait a few minutes, then try again.
Something changed since you opened this link (or entered your code). What you set a password for changed while the page was open. Open the link from your email again, or enter your code again.
This page timed out, or you reloaded the page. Open the link from your email again, or enter your code again. They keep working while the account claim or password reset is open.