Why can't I reset my account password?

When clicked, this link will prompt you to enter the email address associated with your user account in MIDAS.

Your MIDAS booking system will then send you a 'Password Reset' email, which contains a special link allowing you to set a new password.

If you don't receive an email from your booking system within a few moments, there are a number of potential reasons for this, including:

The email address you've entered does not match an existing account

Your MIDAS booking system can only send Password Reset emails to existing users. Therefore, when prompted to enter your email address, you must enter the specific email address associated with your MIDAS user account.

This is one of the most common causes of users who contact us to say that the 'forgot your password' function isn't working - they've entered a different email address to the one associated with their account.

For security, when using the password reset feature, MIDAS will not disclose whether the email address entered on the 'Forgot your password' screen belongs to a valid user account.

So, if you are unsure of the email address associated with your account (i.e. the one you usually sign in to MIDAS with), please contact your organization's internal MIDAS administrator for further assistance.

A Password Reset email was sent, but was flagged as potential spam/junk

If you're confident that you've entered the correct email address associated with your user account when requesting a password reset, yet nothing appears in your inbox after a few minutes, it may be that the email message was incorrecrtly flagged as spam/junk by your mail clients (or provider).

Please check your spam/junk folders for a message from your MIDAS system with the subject "Password Reset Request". This email will appear to have been sent from the email address that your MIDAS system has been configured to send email from.

Your MIDAS system has not been correctly configured to send email

If your booking system has not been correctly setup to send email (via MIDAS Admin Options → Manage MIDAS → Email), then email sent from your MIDAS system may not reach recipients. Consequently, users will also not be able to receive password reset emails and so will be umable to reset their own passwords.

In such instances, you should contact your organization's internal MIDAS administrator in the first instance, who will be able to set a new password for your account.

Your MIDAS administrator should then take action to ensure (and test) that your booking system is correctly configured to send email.