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Forgot Password

Forgot Password

 Instructions

  1. Navigate to the SurfGuard Sign In page.

  2. Select “Forgot Password or Username”

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  1. Enter your username and select where you would like to receive your code (Email or SMS).

  2. Select “Send Code” to receive an email or text message containing your code.

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  1. If you chose to receive the code via email, open your inbox and look for an email with the subject line: Your SurfGuard temporary access code. It will contain a verification code.

  2. Enter the code and select “Confirm Code.”

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  1. Enter your new password twice and select “Save Password”

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  1. Your new password is officially set up! Select “Return to Sign In” to return to the Sign In page and use your new password to sign in.

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Troubleshooting

Issue

Possible cause

Action

Error: “We couldn’t verify your username”

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This triggers if the system cannot match the information you entered (username) with an existing SurfGuard account.

  • Re‑enter your username and check for typos

  • If the error continues, contact the Helpdesk for assistance

Error: “We couldn’t match your details with an active account in SurfGuard.”

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This triggers if the user account exists but is inactive

Error: “Password is not valid”

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This triggers if the password entered doesn’t abide by the following rules:

  • Password must be between 8 and 20 characters in length

  • Password must contain at least:

    • 1 uppercase letter A-Z

    • 1 lowercase letter a-z

    • 1 number (0-9)

    • 1 symbol from the following set ~ ` ! @ # $ % ^ & < > _ = *

  • New password cannot be the same as your current password

  • Re-enter a password that abides by the password rules

  • If the error continues, contact the Helpdesk for assistance

Error: “Passwords do not match”

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This triggers if the passwords entered into the “New Password” and “Confirm Password” fields do not match.

  • Ensure the passwords entered into the “New Password” and “Confirm Password” fields match

  • If the error continues, contact the Helpdesk for assistance

Error: “The password you entered has been used before.”

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This triggers if password you entered is the same as any of your 5 previous passwords.

  • Try a different password - one that you have never used before

  • If the error continues, contact the Helpdesk for assistance

No email or SMS received

  • Invalid email address or mobile number

  • Blocked by the receiving mail server

  • On the “Verify Code” screen select “Didn’t receive your code?” and then “Resend Code” trigger a new code.

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  • Check spam/junk folders

  • If the issue persists, contact the Helpdesk for assistance

 Related pages