🔐 Password Expiry Rules

Passwords automatically expire 90 days after the last reset. Agencies may configure a shorter expiration period (e.g. 60 days) in the Company Configuration settings.

Users can reset their password at any point and this reset action restarts the 90-day calculation. It is recommended that the user reset their password on a laptop for the best user experience rather than the mobile app.

When a password expires, the user logs in to reset the password as described below.

Note: If an agency Admin user unchecks the Password Expired checkbox to bypass the expiration, the Password Expired setting will reset to expired status in the next 24 hours. If the Admin user ALSO updates the password, this will satisfy the 90-day password reset requirement.

Resetting Your Expired Password

Video: Resetting an Expired Password on the Computer

💻 Forgot Password on Desktop / Laptop

Navigate to your agency login page.
Click Recover It Here.
Enter your username.
Click submit.

You will see a confirmation message indicating that a reset email has been sent.

Open the email associated with your account.
- Check your Spam or Junk folder if you do not see it.
- Make sure that your username is associated with an email that you can access.
Click the reset link in the email.
Enter and confirm your new password.

🔑 Password Requirements

Default Password Rules

By default, passwords must:

Be at least 12 characters long
Contain at least:
- One uppercase letter
- One lowercase letter
- One number
- One special character from:
  ! @ # $ % ^ & ( ) _ + = -

Please Note - at least one of the above-listed special characters are required to be in the updated password.

If your password does not meet these requirements, an error message will display with the password rules.

You cannot reuse a previous password.

Agency-Specific Requirements

Agencies may require longer or more complex passwords.

To request increased password complexity, agencies may contact: support@interpreterintelligence.com

Agencies are responsible for communicating password rules to their users.

📱 Mobile App Password Reset

Forgot Password - Mobile App Reset Password Steps

The login screen now includes a Reset Password link.

At the login screen, enter your username (this is not case sensitive) and a valid token first, then tap the Reset Password link.
At the next screen enter your username (this is case sensitive). Tap Reset Password. You will receive a message indicating that a Password Reset email will be sent to the email associated with this username.

Completing the password change

When you tap the link in the Password Reset email on a mobile device, you'll be taken to the mobile website to set your new password (see steps described below for Mobile App Reset Steps). Once you've changed it there, return to the Interpreter Intelligence mobile app and sign in with your new password.

If you see an error message

To reach the Reset Password screen, you must enter a valid token first. Common messages:

Token is invalid — no token was entered.
Network Request failed — the token entered is incorrect or invalid/username is case sensitive.
Error processing user — the username entered isn't recognized.

Expired Password - Mobile App Reset Steps

The Interpreter Intelligence mobile app cannot reset your expired password directly. Therefore, these steps redirect the user to the web application version of Interpreter Intelligence. If preferred, follow the steps in the next section of this help article titled Reset Password Using a Mobile Browser. These steps are the same as the redirect, and are carried out directly within a mobile browser.

Video Demonstration Password Expired Redirect to Web App

On the II mobile app, enter username, password and token. Click Login. If password is expired, a message displays Sorry, your password has expired. You may need to click Login one more time.

At the next screen, the user is directed to re-enter their username. Click Reset Password.

A pop-up message appears indicating that an email is sent to the email address associated with the username.

Open the email and click the reset link in this sentence: Please click here to reset your password.

The web app version of Interpreter Intelligence opens.

Enter a new password following either the default password rules noted in this article, or more complex password rules provided by your agency. Click Reset Password.

You are now logged into the web app version of Interpreter Intelligence. Click logout in the lower right-hand corner.

Return to the Interpreter Intelligence mobile app and login with your updated password.

🌐 Reset Password Using a Mobile Browser

You can reset your password using your mobile device’s browser instead of the II mobile app.

Video Reset Password on mobile device via URL

Enter your agency URL.
Click Recover It Here.
Enter your username.
Open the reset email sent to your registered email address.
Click the reset link.
Enter and confirm your new password.

All default password requirements apply.

🚨 Troubleshooting Login Issues

Account Locked After Failed Login Attempts

Accounts are locked after 3 failed login attempts.

To unlock your account:

Contact your agency directly.
Your agency must unlock the account through User Management.

Important: The Interpreter Intelligence Support Team cannot reset passwords or unlock accounts for security reasons.

User Enters a New Password and is Unable to Log In

Clear the cache on the computer (cached images and files only).
Refresh the browser page.
Enter a new password.
Do not reuse the last password entered.
Doublecheck that the new password meets the new password complexity rules.
Ensure that only the special characters listed below are used. No other special characters will be allowed.
- ! @ # $ % ^ & ( ) _ + = -

User Login Profile Has No Email Address/Has a Fake Email Address

Without a valid email address that the user has access to, the user will not be able to reset the password themselves. An Admin-level user can reset the password, uncheck Password Expired and send the new password to the user directly.

Interpreter Has Two Email Addresses

The Interpreter user login profile may use an email address that is different from their interpreter profile email address. This may cause some confusion if they are looking for the reset password email in a different inbox.

User Has Multiple Logins Using the Same Email

A user may have an interpreter profile, a requestor profile and an internal user profile all sharing the same email address.
An interpreter may work for multiple agencies and have multiple logins all sharing the same email address

In these cases, reset one password at a time, paying close attention to the reset emails as they come in to the user's inbox. Reset one, doublecheck the login works as expected and then move on to the next user login.

Using a password manager is highly recommended to keep logins in good order.

Multiple Users Share One Login/Email Address

Options are to have a single contact person amongst the pool of users sharing the same login credentials. That contact person has access to the email for password reset purposes and is responsible for sending the updated password information to the other users.

Alternatively, an Admin-level user at your agency can manually update the password, uncheck password expired and send the new password to the group of users sharing the login credentials. This would require the Admin to have their contact information.

Best practice is for each user to have their own login credentials.

Password Manager Auto-Fill Issues

If you use a password manager, it may auto-fill incorrect credentials. This is more common if you work for multiple agencies and have the same username, or the username is an email address and this username is stored across multiple saved login password records.

This may happen if:

Your username is an email address
The same email is used for multiple saved logins
Different passwords are stored for different sites

Resolution

Manually enter your password instead of using auto-fill.
If login is successful, update the saved entry in your password manager.
Rename the entry clearly, such as:
- Interpreter Intelligence Login
- [Agency Name] Login

This helps ensure the correct credentials are used in the future.

Need Additional Assistance?

For password resets, account unlocks, or login issues, please contact your agency directly.