Overview
We have all experienced the frustration of forgetting a password for one of the various tools we use at work. This article guides you through the process of resetting your TripBuilder password.
Password Expiration Policy
We require customers to update their account password every six months. Regular password rotation reduces the risk that a leaked or reused password can be used to access your account and helps limit automated credential-stuffing attacks. It's a preventative security measure and not the result of a security breach.
Password rotation schedule:
Passwords must be changed every 6 months (approximately 180 days) from the last time you set your password
Reminder emails are sent 15 days, 8 days, and 1 day before your password expires
If you don't update by the expiration date, you'll be prompted to set a new password when you next sign in
Steps to Reset your Password
Open an Internet Browser.
Enter your TripBuilder URL.
Know more:If you have forgotten your TripBuilder URL, please refer to the FAQ section in the article How to log in to your TripBuilder instance? where you can find more information.
The Login screen appears:
Click on the Forgot your password? link at the bottom of the login box.
The Request a Password Reset screen appears:
Enter the email address associated with your TripBuilder account and click the Reset Password button.
A confirmation message will appear indicating that a recovery email has been sent, without revealing whether the email address exists in the system (for security reasons).
If the email address exists in the TripBuilder system, a verification email containing a unique reset link will be sent.
Click the link in the email, which will redirect you back to your TripBuilder instance.
On the reset password page, securely enter your new password.
After saving your new password, you will automatically be logged in to TripBuilder.
If the password reset email does not arrive
If the password reset email is not in your inbox, check the following before requesting further support:
Check your spam or junk folder.
Confirm that you entered the email address associated with your TripBuilder account.
Start the reset from the correct TripBuilder instance URL. If your organisation uses a white-labelled TripBuilder URL, request the reset from that URL.
Log out of any existing TripBuilder session before requesting the reset.
If your browser may already be logged in to another account or TripBuilder instance, try the reset flow in a private or incognito browser window.
The confirmation message does not reveal whether the email address exists in the system for security reasons. If no email arrives, this can indicate either an email delivery issue or that the address is not associated with that TripBuilder instance.
If the message is not in spam or junk and the reset was requested from the correct TripBuilder or white-labelled URL, your organisation's IT or domain administrator should check mail filtering, quarantine, and email authentication or delivery configuration, especially where a white-labelled FROM address is used. For details about the white-labelled sender configuration, see How to white-label / mask the FROM email address?.
Monitoring Reset Password Actions in System Events
All password reset actions are recorded in the System Events area. If you have the necessary privileges to access this area, follow these steps:
Go to Settings.
In the menu area on the left side of the screen, under Monitoring, click on System Events.
Use the Text Search, filter by column value or sort by column value to quickly locate the event you wish to analyse (e.g., "password reset").
Click on the + icon on the right side of the event table row to expand it and view additional information.
Important:
Nezasa maintains strict security and access protocols for our software. Therefore, the password reset links included in emails are obfuscated in the email information logged in System Events. This ensures that ONLY the account owner can access the password reset link sent to their email address.