How to Reset your eXPRS User Password

(updated 2/23/2018)

eXPRS is a secure system and therefore each user must login using a unique Login
Name and Password. All users must adhere to the DHS Security and
Information Privacy regulations.
Information on DHS Privacy and Information Security polices can be found in the
transmittal SPD-IM-10-001 – Appropriate User Access to Information in eXPRS .
In addition to a unique Login Name/Password, each user account also maintains
an Identity Verification security question and answer that is unique to each user.
These Identify Verification questions/answers are used to assist the user in
resetting their password to prevent lock outs.

UPDATED FEATURE: Each user has 3 attempts in a 24-hour period to

successfully login. After 2 failed attempts, users are given a final warning
message (shown below).

If the 3rd login attempt also fails, the user will be automatically taken to the
Password Reset page.
Completing the password reset process at this point will
prevent the user from being locked out of their account!!
Failed completion of the password reset or closing of the browser
window before completion will LOCK the user’s account.
If your account gets locked for too many failed login attempts, users
can try to login again the next business day.
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HELPFUL TIPS:
1. Make sure you are entering your Login Name/user ID correctly! If you’ve
misspelled your name or mis-entered your login ID/user name, you could be
locking out someone else’s account by mistake.
2. Make sure the preferences or options in your internet browser (such as: Internet
Explorer, Firefox, Google Chrome, etc.) are not set to save your passwords. Users
will want to deactivate this feature in their internet browser if password save
is on.
If you are prompted by your browser to save your password for the eXPRS
website, always click “NO”.
With this “save password” feature turned off, you won’t inadvertently get
locked out of eXPRS by trying to login with an old password (that is incorrect or
expired), but is saved by your computer.

To Reset a Password when prompted by eXPRS:

1. In the Password Reset page, enter your Login Name (your eXPRS userID) and
then answer your Identity Verification security question.

IMPORTANT: Your Identity Verification Answer must be entered exactly

as it is on your eXPRS user account. The answer is not case sensitive,
however correct spelling/use of spaces is very important. If you answer
your question incorrectly or close your browser window, your account will
be locked and you must wait until the next business day to login again.
If you’ve forgotten your Identity Verification question, click FIND to show the
question you’ve selected for yourself.

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 With the required information entered, click SUBMIT.

2. Once your information is processed, you will be taken to the Reset Password
Confirmation page, noting that an email has been sent to the email address
listed on your user account containing reset instructions and a temporary
password. Click CLOSE to return to the eXPRS Login page.

3. Check your email! You should soon have an email from info.exprs@...
waiting for you with a new, temporary password.
• You may need to check your Spam or Junk folders if your email account
does not recognize info.exprs@... as a valid sender.

4. When the email is received, return to the eXPRS Login page, and use the
TEMPORARY password sent in the email to login.
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5. The system will then take the user to the “Password Expired” page to create a
new password. Enter the information in all fields & click SUBMIT.

A– Your user ID/login name will be auto-filled in this field.

B- Enter the temporary password that was emailed to you, that you just
used in this field.

C– Create a new password and enter it in these 2 fields. When choosing

a new password, please remember:
• It must be at least 8 characters and no longer than 12
characters.
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 • It must contain both alpha and numeric characters.
• It cannot be reused for five years.

D- Select a new security question from the drop-down menu, and then
provide the answer in the field below.
NOTE: Pick an answer you can remember easily, as spelling & use
of spaces counts! If the system has auto-filled both question and
answer from your profile, you can leave it the same, or change it as
you wish. If it has only auto-filled the answer, you need to select a
new question and then answer it.

E- Read the DHS Security Policy agreement. Check the box next to it to
continue. This will activate the SUBMIT button.

F- Click SUBMIT. This will save your new password & you will now be
logged into eXPRS under this new password.

Please make note of your new password in a secure location for

future reference, if needed.

There are other methods of changing a user password.

See instructions on the following pages.

• Using the Forgot your password? link . . . . . . . . . . . . . . . . Page 6

• Your password has expired . . . . . . . . . . . . . . . . . . . . . . . . . Page 7
• You changed your password manually . . . . . . . . . . . . . . . Page 8
• Your user account is locked . . . . . . . . . . . . . . . . . . . . . . . . . Page 10

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 USING THE FORGOT YOUR PASSWORD? LINK
If you forget your password, you can request a TEMPORARY password via the
Forgot your password? link found on the Login page.

When you click this link, the system will take you to the Reset Password page.

Follow the instructions, which are the same as the Reset a Password
process/instructions outlined starting on page 2 of this guide.

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 YOUR PASSWORD HAS EXPIRED
eXPRS passwords are only valid for 60 days (8 weeks). When a user’s password
has reached its time limit for use (has expired), after logging in, the user will be
routed to the page to create a new password.

Follow the instruction/process for completing this page as outlined

in step #5 in the first section of this guide.

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 YOU CHANGED YOUR PASSWORD MANUALLY
Users can change their passwords manually at any time, by using the Change
Password link from the eXPRS Home Page, after successfully logging in to the
system.

This will take the user to the page where they can change their password.

A– Enter your old password in this field.

B- Create a new password and enter it in these 2 fields. When choosing

a new password, please remember:
• It must be at least 8 characters and no longer than 12
characters.
• It must contain both alpha and numeric characters.
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 • It cannot be reused for five years.

C– Select a new security question from the drop-down menu, and then
provide the answer in the field below.
NOTE: Pick an answer you can remember easily, as spelling & use
of spaces counts! If the system has auto-filled both question and
answer from your profile, you can leave it the same, or change it,
as you wish. If it has only auto-filled the answer, you need to
select a new question and then answer it.

D- Read the DHS Security Policy agreement. Check the box next to it to
continue. This will activate the SUBMIT button.

E- Click SUBMIT to change your password. Or click CANCEL if you do not

wish to change your password at this time.
If you clicked SUBMIT, your password is now changed and you will
now be logged into eXPRS under this new password. Please make
note of it in a secure location for future reference, if needed.

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 YOUR USER ACCOUNT IS LOCKED.
If your user account has been locked for ‘too many failed login attempts’, users
can wait for the system to reset their account and try to login again the next
business day.
If your account is locked for any other reason, you will need to contact eXPRS
Support for assistance. Use the Contact Us link from the eXPRS Login page to
access assistance information for your specific user/provider type.

In the Contact Us page, click on the header for the type of provider you are, to
expand & view specific assistance contact information.

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Once your account is unlocked, use the Forgot your password? link from the
Login page to request a new TEMPORARY password, and create a new password
to login as shown in the example on page 6 above.

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