• I've forgotten my password
• Reset my password
• I've forgotten my username
• My username and password don't work
• How do I activate my user account?
• My user account has expired
• My customer account has expired
• My password has expired
• I want to change my password but the security key has expired
• I want to change my password but the security key is invalid
• I want to change my password but a request is already in progress
• I haven't received an email to confirm or activate my user account
• How to choose a username and password?

I've forgotten my password

If you have forgotten your password, request a password reset.
Following this request, you will receive an email. Just click on the link contained within to reset your password.
Only registered account holders can reset their password.

For more information, see the "Reset my password" section.

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Reset my password

Only registered account holders can reset their password. There are 2 ways to reset a password.

• From the application's login page
• Click on the "Forgot your password?" link
• On the web page, enter your username and confirm your request
• Ask your administrator to carry out this operation for you using the application.

In both cases:

• You will then receive an email in the email account used to activate your user account. Click on the "Reset your password" link.
• You will be redirected to a web page where you will have to enter your username and the characters displayed in the image shown.
• If all of the information is correct, a new page will be displayed where you can enter your new password.
• You will then receive an email confirming that your password has been changed.

Note: The "Reset your password" link is valid for 3 hours. Beyond this time, the request expires. If you make several requests, only the last one will be active. If you can no longer remember which email address was used, this information can be given to you by your account administrator.

See our "How to choose a username and password?" advice.

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I've forgotten my username

If you have forgotten your username, you can ask for it to be resent to you. Following this request, after verification of your information, it will be resent to you by email. Only registered account holders can request a reminder of their username.
To do this:

• Click on the login page and then on the "Forgot username?" link.
• So that we can check your identity and resend you your login details, you will be redirected to a page where you will have to fill in your personal data.
• If all of the information is correct, we will inform you by email as quickly as possible of the procedure to follow to reset your identification codes.
• In order to protect our clients from potential fraud, we may ask you to send us proof of your identity by email or facsimile.

Read our "How to choose a username and password?" advice.

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My username and password don't work

Check that you are entering the same username and password that were given to you by your administrator.
Check that you have validated the email for activation of your user account.
If you have checked this and your login and password still do not work, you can contact your administrator.

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How do I activate my user account?

UOnce your user account has been created by your administrator, it is essential that you validate your account by entering a username and password to access our services. To do this:

• You will receive an email informing you that your user account has been created. Click on the "Activate my account" link.

Please note that the activation link expires in 7 days.

• You will be redirected to a web page where you will have to enter a username and password.
• Click on "Confirm"
• You will then receive an email confirming the activation of your user account.

Read our "How to choose a username and password?" advice.

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My user account has expired
In order to guarantee maximum security of your data, all user accounts created are set by your administrator to expire on a certain date, which they will have specified personally. Beyond this date, it will therefore no longer be possible to benefit from our services.
When you log in, if a message indicates that your user account will expire soon, we recommend that you contact your administrator as soon as possible.
Your administrator will then need to modify the expiry date of your user account so that you may continue to benefit from our services.

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My customer account has expired

In order to guarantee maximum security of your data, all customer accounts created are set by your administrator to expire on a certain date, which they will have specified personally. Beyond this date, it will therefore no longer be possible to benefit from our services.
When you log in, if a message indicates that your customer account will expire soon, we recommend that you contact your administrator as soon as possible.
Your administrator will then need to modify the expiry date of your customer account so that you may continue to benefit from our services.

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My password has expired

In order to guarantee maximum security of your data, any password that allows connection to our services must be renewed regularly. After a maximum time limit of 90 days, the password will expire and it will therefore no longer be possible to benefit from our services.
When you log in, if a message indicates that your password will expire soon, we recommend that you reset it as soon as possible by following the on-screen instructions.

See "Reset my password" section

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I want to change my password but the security key has expired

This means that your last request has expired.
If it has been more than three hours since you made your initial request to reset your password and the status of the request is still pending, your request will expire.
You can resubmit a reset request or contact your administrator.

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I want to change my password but the security key is invalid

This means that our services were unable to recognise the reset request correctly.
Therefore, for security reasons, your request could not be sent.
You can resubmit a reset request or contact your administrator.

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I want to change my password but a request is already in progress

This means that a request to reset your password is already in progress.
If it has been less than three hours since you made your initial request to reset your password and the status of the request is still pending, this request cannot be sent.
You may refer to the email received after making your initial request or contact your administrator.

If you have not received the reset email, please check the points in the "I haven't received an email to confirm or activate my user account" section.

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I haven't received an email to confirm or activate my user account

This email must come from your administrator. The sender's address must therefore correspond to your administrator's email.

• Check your spam folder and your email account's spam filters first.
• Check that the email account that you have logged into is the same as the one you specified. Check the extension that you entered – it is common to enter the wrong extension: example@myemail.co.uk instead of example@myemail.com, for example.
• If you have checked this and still have not received the confirmation email, you can contact your administrator.

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How to choose a username and password?

In order to ensure perfect confidentiality and ease of use, your password must be secure, difficult to decipher and easily memorised.
An effective password should be a combination of numbers and letters. We advise you to choose characters from at least three of the categories given below.
It must also contain between 6 and 15 characters and, if possible, not appear in any dictionaries. You can use any combination of numbers and letters with the exception of accents é, è, à, spaces and special characters -, $, & etc.
The characters that are authorised for the password fall into four categories:

• Lower case letters [a-z].
• Upper case letters [A-Z].
• Numbers [0-9].
• Punctuation marks [; . : ! ? +].

A tip to help you create a secure password that can be memorised: Code a sentence that is easy to remember, an expression, a film or song title using the first letters of each word. For example, "Jack and Jill went up the hill to fetch a pail of water!" will give you J&Jwuth2fapow!

This password is secure because it contains fourteen characters from different categories - lower case letters, upper case letters, numbers and punctuation marks.
Our services assess and validate your password's level of security as you type. You can thus assess your password's degree of reliability.

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