Forgotten username or password

Looking your username up with your birth date and Social Security Number, and resetting your password by email.

For anyone who cannot remember their username or password

Both of these you can do yourself, from the sign-in screen. They are separate problems, so start with the one you actually have — and if it is the username, do that first: the password reset asks for it.

Looking up your username

Select Forgot username? under the Log in button. A small window opens and asks for two things:

your birth date;
your Social Security Number, as XXX-XX-XXXX.

The Forgot your username? dialog: a Birth Date field, a Social Security Number field, and the Look up username button. — The same dialog opens from the sign-in screen and from the password reset screen.

Select Look up username and, if those match an account, your username is shown to you on the spot. Nothing is emailed — it is on screen, so write it down before you close the window.

Resetting your password

Select Forgot password? under the Log in button. Then:

The Reset your password card: a Username field, the Continue button, and a Forgot your username? link beneath it. — The reset starts from your username, not your email address.

Type your username and select Continue. (The same window for looking up a username is on this screen too, if you need it.)
Choose which of the email addresses on your account the link should go to. They are shown partly hidden — j***@northwind.example — so you can tell them apart without them being readable over your shoulder.
Select Send reset link.

The Select email address step: a Send to picker showing Home (j***@northwind.example), the Send reset link button, and Back beneath it. — Only the first letter and the domain are shown, so you can pick the right one without reading the address out.

The screen then says to check your email. The message contains a link; opening it brings you back to C2Connection on a screen titled Set a new password.

Your new password needs to be at least 8 characters long and to contain an uppercase letter and a special character, and the screen checks off each rule as you type. Confirm it, and you are signed in right away — there is no separate sign-in afterwards. If you have more than one profile, you choose one first.

The Set a new password card: the New password field filled, the three requirements with the first two checked off in green and the third still a bullet, the confirm field empty and Update password grayed out. — Update password stays grayed out until all three rules are checked off and the two fields match.

When the reset does not work

No email addresses found for this username. The username is wrong, or the account genuinely has no email address on it. Look the username up first.
The email does not arrive. Check your spam folder. If the address you chose is one you cannot reach any more, ask your company's C2 contact to change the address on your account — a reset can only go where the account already points.
Reset link is invalid, or We could not update your password. The reset link may have expired. Reset links last one hour. Request a new one and use it right away.
You have no password at all yet. If you have never signed in, there is nothing to reset — see registering your account.

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