--- title: "Account Security" slug: "account-security" updated: 2024-09-06T17:45:58Z published: 2024-09-06T17:58:31Z canonical: "www.procaresupport.com/account-security" --- > ## Documentation Index > Fetch the complete documentation index at: https://www.procaresupport.com/llms.txt > Use this file to discover all available pages before exploring further. # Account Security ## First Time Login ### How do I log on the very first time? The very first time you log on to Procare your username is “admin” (no quotes) and your password is also “admin”, then you’ll be prompted to select a new password (known only to you) and choose your [Security Questions.](/procare-desktop/docs/security-questions) See article: [Passwords](/procare-desktop/docs/what-is-my-password) ### What is my password? When you first log in to Procare your username and password are the same. If your username were *abc123* your password would initially be *abc123*. The first time you log in you will be prompted to select a new password known only to you, as well as [Security Questions](/procare-desktop/docs/security-questions). ## Passwords ### Do I have to change my password? Yes. You will be prompted to change your password every 90 days. This is one of many Payment Card Industry (PCI) requirements established to ensure the security of credit card information and transactions. Procare is proud to be PCI Certified for payment processing through Tuition Express. This requirement applies to all Procare Users regardless of whether you use Tuition Express. ### May I change my password? Yes. As long as you know your current password, you may change it. From the *Procare Home* screen click [Configuration](/procare-desktop/docs/configuration-merge) > User > Change Password. ### May I look up a password? No. You can never look up or see anyone’s password, including your own; however, you may [Reset a Password](/procare-desktop/docs/supervisor-password-reset). ### I forgot my password. How do I reset it? Learn how to reset a password using ​Verified Methods or Security Questions. [Verified Methods](/procare-desktop/docs/setting-up-2-step-verification) are the methods set up in 2-Step Verification. [Security Question](/procare-desktop/docs/security-questions) are set up on first login and can be updated. 1. Click the *I am having trouble logging in* link (which appears if your log in attempt fails). ![Image showing directions in article](https://s3.amazonaws.com/cdn.procaresoftware.com/pdfs/Support+Site+Images/Desktop/Settings/I+forgot+my+password.+How+do+I+reset+it_1206_1.png) 1. At the *Forgot Password* screen select ​the method you wish to use to have your password reset, either Use Verified Method or Answer Security Questions. Depending on the option selected, answer the Security Questions or input the verification code sent to the selected Verified Method. ![Image showing directions in article](https://s3.amazonaws.com/cdn.procaresoftware.com/pdfs/Support+Site+Images/Desktop/Settings/I+forgot+my+password.+How+do+I+reset+it_1206_2.png) 1. Reset the password and proceed to login with user credentials. Note: Once reset, your password will be the same as your username. **If your username were *abc123* you would log on with username=abc123 and password=abc123,** at which point you would be prompted to select a new password. **Important! Beginning with version 10.2.4672, the password must be entered using all *lowercase* letters.** A System Supervisor may also [reset a password](/procare-desktop/docs/supervisor-password-reset). ![Image showing directions in article](https://s3.amazonaws.com/cdn.procaresoftware.com/pdfs/Support+Site+Images/Desktop/Settings/I+forgot+my+password.+How+do+I+reset+it_1206_3.png) ### May I change my security questions and answers? Yes. As long as you know your current password, you may change your [Security Questions](/procare-desktop/docs/security-questions) and answers. From the *Procare Home* screen click *Configuration > User > Security Questions*. ## Users ### May I look up a username? Yes. You may look up the username for anyone in a lower User Group than yourself. This could be helpful if someone forgot their username. For example, if you were in the user group “Director” or “Assistant Director”, you could look up the user name for someone in a lower group, like “Teacher”. This assumes the group to which you are assigned is allowed to access the *Procare Users* screen. 1. From the *Procare Home* screen click *Configuration > System > Procare Users*. 2. Locate the name of the person. Click the heading *Name* to sort alphabetically by last name. **Note:** Persons in the “System Supervisor” user group (the highest level) can view all usernames. ### May I change my username? If you have access to the [Procare Users](/procare-desktop/docs/procare-users) screen, you may type over the username to change it; otherwise, contact your supervisor. ### How do I Unlock a User? When a user attempts to sign in with an incorrect password several times, they will get a “Login failed; user account is currently locked out due to too many invalid login attempts.” Anyone in a higher level [User Group](/procare-desktop/docs/user-groups-and-limits) who has the proper permissions may unlock them: 1. From the *Procare Home* screen go to *Configuration > System > Procare Users.* 2. Click once on the user’s name and then click on the *Unlock User* button. ![Image](https://s3.amazonaws.com/cdn.procaresoftware.com/pdfs/Support+Site+Images/Desktop/Settings/How+do+I+Unlock+a+User_122023_1.png) 3. If you wish to reset the user’s password at this time, *Exit* the *Procare Users* screen, and reopen the *Procare Users* screen. 4. Click on the user’s name, and then the *Reset Password* button (in the same location where the *Unlock User* button had been on the prior screen). Their password is now reset to their *username*. ![Image](https://s3.amazonaws.com/cdn.procaresoftware.com/pdfs/Support+Site+Images/Desktop/Settings/How+do+I+Unlock+a+User_122023_2.png) ### Can I Force Users out of Procare? Yes. Usually you would do this in order to free up a seat in Procare so an additional user can sign in. Here are the three options: - If you have System Supervisor rights in Procare, you can go to [Licensed Connections](/procare-desktop/docs/licensed-connections) and use the *Kick* button to force a particular user out. However, if a user is in the middle of a task (like on a family Ledger Card) they cannot be automatically forced off. Instead, they will receive a message when they exit that screen. ![image](https://s3.amazonaws.com/cdn.procaresoftware.com/pdfs/Support+Site+Images/Desktop/Settings/Can+I+Force+Users+out+of+Procare_122023_Image1.png) - If you are unable to sign yourself in because all the seats are already taken, find a user’s terminal, sign them out, and then sign yourself in. - If you cannot physically find anyone signed into a terminal, and cannot sign in yourself due to a lack of seats, your only options would be to reboot the server or stop the licensing service. This will force all users to be disconnected and free all the seats again. If you find yourself doing this often, you may want to: - Train your users to sign out of Procare when not using it. - Purchase additional seats.