TABLE OF CONTENTS

• The user is trying to log in to the platform for the first time
• The user has logged in previously:

The user is trying to log in to the platform for the first time

Verify the URL used by the user to connect to the portal.

Has the password initialization email been received?

Ask your user to check their spam folder. You can force the resending of an email by requesting a forgotten password for your user from the login page. If the user still does not receive any email, contact us.

Verify the password:

For the password to be accepted, it must contain at least 12 characters, including an uppercase letter, a lowercase letter, a number, and a special character. Note that some Chinese special characters are not accepted.

Verify the link contained in the "reset my password" button.

Is there any modification of the URL by an anti-phishing service? Some security software modifies URLs from emails to protect users from opening fraudulent links. This modification prevents the password from being saved by the platform. In these cases, the user must disable anti-phishing for the email address sending the automatic emails.

If, despite all these checks, the user's problems persist, ask them to forward the last automatic email received for password initialization to us (customer-success@energisme.com).

A password initialization email expires after 30 days, and as soon as a new request is made on the portal.

The user has logged in previously:

Verify with your user that there have been no changes to email addresses on their side (such as using an alias) and that they are still using the correct login URL.

The user can then request a new password to log in. If the login does not work, verify with them that the password contains at least 12 characters, including an uppercase letter, a lowercase letter, a number, and a special character. Note that some Chinese special characters are not accepted.

Are other users in the same company affected?

If the user's problems persist, contact us (customer-success@energisme.com).

A password modification email expires after 24 hours, and as soon as a new request is made on the portal.