Pro Online: Change Password First Login

We have received sporadic reports of users not being prompted to change their password on first login and have identified the following scenarios that will trigger this .

Scenario 1:  The site admin creates the preparer and attempts to login as the preparer to ensure they entered the default password correctly.  They enter the Username, default password, and security code.  They are then presented with the change password screen and click cancel because they know the default password is what they expected it to be.

Scenario 1 Result:  The user is not prompted with the change password screen.


Scenario 2:  The user enters the username, default password, and security code.  They are presented with the the change password screen and either close the browser or click cancel

Scenario 2 Result:  The user is not prompted with the change password screen the next attempt to login.


Solution for changing the password:  

  • Click the Forgot Password link at the Pro Online login page (not the Practice Lab login page)

0122 login page

  • Enter the Username when prompted and click Continue

0122 enter username

  • Enter the answer to the security question when prompted and click Submit (DO NOT click Forgot Answer if you enter an answer)

0122 enter security asnwer

  • Enter and verify password and click Submit

0122 enter password

Blog Posted 01/22/2017  11:04 AM EST

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