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Calmony password lockouts and resets

What is the process if you need your password reset or you've been locked out of your account?

When you need a password reset or your account has been locked due to exceeded login attempts, we follow a strict identity verification process to protect your account security.

  1. Verification requirements
    We require confirmation of the person requesting the password reset before we can proceed. This is done first with the request by our email or our contact us form.  
    Then through a video call on Microsoft Teams, where we compare your appearance against the ID submitted during your original AML check.
  2. Delegate accounts
    If the password reset is for a delegate user and we do not hold an AML check for that individual, the primary account holder must join a Teams call to authorise the reset on their behalf.
  3. How to request a reset
    Contact our support team to arrange your verification call. Once identity is confirmed, your password will be reset and you will regain access to your account.