How To Reset Your Password

  • Updated on Feb 3, 2026
  • Published on Dec 2, 2023
  • 4 minute(s) read
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Resetting Your Password

Please follow the steps below to reset your password if your current password is unknown or if you are required to reset a password:

  1. Log out of Procare Online (click on your profile circle on the top right > Log Out).

  2. Click 'Forgot Password? RESET' on the login screen or visit https://schools.procareconnect.com/restore-password. Please Note: If clicking the link automatically logs you in, please clear your browser cache and try again.

  3. Enter the email that is associated with your account, then click Continue.

  4. You should receive an email with further instructions on how to reset your password.

  5. Once your password has been reset, please log in with your new password on the web and mobile.

Password Requirements

Strong passwords help protect accounts and personal information. Here are the password requirements for Procare Online:

  • Minimum of 12 characters

  • Must include at least one of the following:

    • Number

    • Special character

    • Uppercase letter

    • Lowercase letter

  • Use a unique password for each account

  • Make passwords random, or consider using a password phrase (passphrase)

  • Do not recycle old passwords

  • Keep passwords private and do not share them with others

Troubleshooting Guide

If you are having difficulty resetting your password, there are several steps you can take to resolve the issue. This guide provides troubleshooting methods to help ensure you regain access to your account quickly and efficiently.

How to clear Browser Cache and History

Depending on your browser, you may need specific steps to clear the cache. Generally, open Settings or Preferences, go to Privacy or History, and select Clear browsing data. Choose which items to delete, pick a time range, confirm by selecting Clear or Delete, then close and reopen your browser.

General Troubleshooting Steps

When encountering issues related to password resets:

  1. Verify Your Email Address: Ensure the email address you enter in the password reset form is correct and belongs to the registered account. Check for any typing errors.

  2. Check Spam or Junk Folders: Sometimes password reset emails are filtered into spam/junk folders. If found there, mark it as 'Not Spam' for future ease.

  3. Meet Password Requirements: Ensure your new password meets the password requirements listed above.

  4. Clear Browser Cache and Cookies: Removing cache and cookies can resolve conflicting session data that may impede the process.

  5. Update any Password Management Tools: Update stored passwords to reflect the new credentials.

  6. Log Out of Active Sessions: Before attempting a reset, log out of all active sessions or tabs of Procare Online.

Troubleshooting Email Receipt Issues

If the password reset email is not reaching your inbox, try these steps:

  1. Resend the Request: Go to the password reset page: https://schools.procareconnect.com/restore-password.
    If the problem persists, verify internet stability or switch to a different device.

  2. Avoid Email System Blocks: Sometimes, organizational or email provider settings might block Procare emails. If this happens, reach out to the organization’s administrator to whitelist Procare domains.

Potential Scenarios

  1. Unable to Log in After Reset:

    a. Uninstall and reinstall the Procare app (mobile app).

    b. Use the password reset link again: https://schools.procareconnect.com/restore-password.

    c. Attempt to log in with the new password.

  2. No longer have access to the email address on the account to complete a password reset

    a. For centers, please contact Procare Support

Parent or Carer Can’t Log In and Forgot Their Login Email Address

A parent or carer may be unable to log in because they have forgotten the email address used for their account.

It’s also important to note that:

  • The email address on the parent profile is used to send the parent invitation.

  • This same email address is used for center communications, such as newsletters and daily sheets.

  • Changing the email on the parent profile does not change the login email.

  • The login email remains the email address originally used to accept the invitation.

How to Locate a Parent’s Email Login

  1. Navigate to Reports> Management Reports.

  2. Open the Students and Family Report and choose Custom Report

  3. Under Parent/Guardian Information, select:

    * Carer First Name

    * Carer Last Name

    * Carer Email

    * Invitation Sent At

  4. Compare Email Addresses

    Email shows the current email address on the parent or carer profile. This is where communications are sent.

    Invitation Sent At shows the email address originally used to create the account. If the email address on the parent or carer profile has been updated, these two fields may be different.

  5. Confirm the Login Email

    Use the email address listed under Invitation Sent At as the correct login email for the parent or carer.

If the parent no longer has access to that email address, please contact Procare support.

FAQs

“We are unable to retrieve your user information” or other miscellaneous server errors display in the mobile app.

Log out and attempt to log back in. If you are still unable to log in, use the reset password link and follow the steps above.

The “Login” button is grayed out.

Ensure you have selected Staff or Parent, and enter your email address and password.

Password has been successfully reset but unable to login to the mobile app.

  1. Make sure you’re entering the password correctly

    1. Check for typos

    2. Confirm whether Caps Lock is on or off

    3. Ensure any special characters are entered exactly as required

  2. Check your app version to make sure you’re using the latest release

  3. Update the app if an update is available

  4. If the issue continues, delete the app and reinstall it