Password Resets/Locked Out

This guide is designed to help users understand how to utilize the new functionality, as well as how to ensure an up-to-date and accurate email address is maintained in the system. If you have any questions, please contact the ICA Missouri Helpdesk.

Utilizing the forgot password function

In the event that you've forgotten your password or locked yourself out, you can utilize the "Forgot Password" link on the login page to have a link sent to your email address as documented in your User Profile in ServicePoint. To do so, you can follow these instructions:

Click the Forgot Password link (1).

A popup will appear. You will need to enter your Username (2) and click Send (3).

A confirmation window will appear notifying you that a password has been sent to the associated email address. Read the message it provides. Once you've read the information, close the confirmation window using the Close button (4).
Note: If there is no email address in the system or the email address is invalid, no email will be sent and you will need to contact the ICA Missouri Helpdesk to have your password reset.

If a valid email address is associated with that username, an email should arrive in your inbox from DoNotReply@wellsky.com with a subject that contains "ServicePoint Email Password Reset" followed by the date and time the reset was requested. The email will contain a long link. You have approximately fifteen minutes from the time shown in the email subject to utilize the link. After fifteen minutes, the link will expire.
Note: If you do not receive the password reset email, check your spam/junk folder. If it is not in your spam/junk folder, then you will need to contact the ICA Missouri Helpdesk for a password reset.

After clicking the link, you will be brought to a Reset Password screen. On this screen, you will need to enter a new password twice, once in the upper field and again in the lower field (5). Once you have entered the new password twice, click Save (6). If the password you entered meets the minimum requirements, you will be logged into ServicePoint.
Note: If the password does not meet the minimum requirements, ServicePoint will require you to come up with a new password that does meet the requirements.

eminder: Storing/saving your ServicePoint password in your browser is not permitted.

Minimum password requirements

Effective with ServicePoint v5.12.68, the minimum password requirements have changed in order to increase the security of the system. A password must now include:

At least one uppercase letter
At least one lowercase letter
At least one number
At least one symbol

In addition, ServicePoint will not allow you to reuse recent previous passwords.

If your current password does not meet the minimum requirements above, you will not be required to change your password to a new password that meets the minimum criteria until (1) your regularly scheduled password reset is due, (2) you lock yourself out and have to change your password, or (3) you decide to change your password before your regularly scheduled password reset. If you have any questions, please contact the ICA Missouri Helpdesk.

Updating your ServicePoint email address

In order to receive a password reset email, you must have an accurate email address within your User Profile. You can check your user profile and update your email address following these steps.

Once you've logged into ServicePoint, you can click the little "sprocket" icon (A) to the right of your name in the upper right hand corner. This brings up the user profile popup (B), where you can review the information contained in your user profile, and change some parts of it.

The email address (C) displayed in the User Profile is the email address where an automated email will be sent that contains a link that will allow you to reset your password. ICA also utilizes this email address when sending important information about ServicePoint and other HMIS-related matters. For these reasons, it is very important that this email address is correct and up to date.

You can also review the spelling of your name, your title, your username, the provider (agency) to which you're assigned, your user role (all users other than ICA staff are "Case Manager II"), your telephone number, and you can decide whether you'd like to be able to tab to goal links within assessments (most people prefer to have this turned off). You can also change your password using the button at the bottom left of the popup.

If the spelling of your name is incorrect or your name has changed, please contact the helpdesk with your new name so that we can update it within the system. The same applies if your title has changed within your agency.

If you have any questions, please contact the ICA Missouri Helpdesk.