My Password Reset keeps failing

This article contains instructions for using the EyeSight Web application. Please note that Google Chrome is the only supported browser for accessing EyeSight via PC or Mac and your computer will need both a camera and microphone enabled to use EyeSight.

Issue: I have clicked the link Pristine provided in the Password Reset Request email and entered my new password within the fields provided, but the Reset Password button does not respond (and is grey). 

Answer: This indicates that the two entries within the Password and Verify Password fields do not match.  Verify your entries and try again.  If both entries match, the Reset Password button will link become a blue-green/teal color when it becomes active. 

 

Issue: I have clicked the link Pristine provided in the Password Reset Request email, entered my new password and hit Reset Password, but I keep getting an error message:  Invitation expired.  Please request a new one.  

Answer #1: The link Pristine provided in the Password Reset Request email is only valid for 24 hours from receipt of the email.  If you were using an expired link, please request a new one by returning to the login screen at eyesight.io and following the Forgot Password prompts again.  

Answer #2: If you are receiving this error message within 24 hours of requesting the reset, you may be attempting to create a password that includes characters not supported by the application.  The following are all of the supported characters: 

  • Upper and lower case alphabet: A-Z
  • All numbers:  0-9
  • Special Characters: $*&^%;:@~#@_!.

Enter a new password using only the supported characters and click Reset Password.  Once the reset is complete, you should see a Success! message:  

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