If you reset your password while logged in on your laptop, the password will sync to the device within 10 minutes after changing. Next time you log in, you should use your new password. If not recognized, use your old one first as sync has not completed.

If you reset your password when you are not signed in to your device, you will need to use your old password to sign in (cached password) after your device will sync with the Santen server to receive your new password and your new password will work when signing in next time.

Yes, security features have been built into the password reset portal to provide protection against abuse. Users are only allowed to attempt password resets five times in a 24-hour period before being locked out for 24 hours. Users can only attempt to check a phone number, send a text message, or check security questions and answers five times within an hour before being locked out for 24 hours. Users can send an email a maximum of 10 times within 10 minutes before being blocked for 24 hours. Counters are reset when a user resets their password.

Emails and SMS messages should arrive in less than a minute. Normally, it takes between 5 and 20 seconds. If you do not receive the notification in this time frame:

• Check your junk email folder.
• Check if the contacted number or email address is the expected number or email address.
• Check if the authentication data in the folder is formatted correctly, e.g. "+1 4255551234" or user@contoso.com.

Yes, this page works on mobile devices.

You can use SMS messages as one of your methods for security information. You will receive an SMS with a code that you must enter in the self-service portal to verify your identity. You can use either SMS or email (or both) as authentication method.

You can use email as one of your methods for security information. You will receive an email with a code that you must enter in the self-service portal to verify your identity. You can use either SMS or email (or both) as authentication method.