Keep this webpage open while you’re waiting to get your OTP code. Closing the page, clicking “Back to Login”, or reloading the page will reset the login process and you’ll have to start from step 1 again.
- In the example below, I choose the TEXT Option. If you choose EMAIL, you'll get the same message with a passcode. [](https://help.issny.org/uploads/images/gallery/2023-02/image-1675889133810.png) [](https://help.issny.org/uploads/images/gallery/2023-02/image-1675888835096.gif) *Information provided in the screenshot is an example. Carlos Medina is a demo Participant.* #### FAQ ##### What is a web browser? Your web browser is the application that you use to explore the internet. Common web browsers include Google Chrome, Mozilla Firefox, Safari, etc. ##### I forgot my login information, how can I reset my credentials? See our help page at [Reset Your Password / Forgot Your Password?](https://help.issny.org/books/portal-basics/page/reset-your-password-forgot-your-password) ##### Where can I find more information on the ISS Portal? Please visit the [Portal Best Practices](https://help.issny.org/books/portal-basics/page/portal-best-practices) page for the most up to date information regarding everyday use of the ISS Portal. As we continue to update and improve the Portal on a regular basis, this help page is meant to assist our users with the most relevant and useful information available. --- Updated 11/8/2023 # How to Reset Your Password ##### Reset password using "Forgot your password?": 1. On the Portal login page, click **Forgot your password?** underneath the Login button. [](https://help.issny.org/uploads/images/gallery/2023-02/image-1677168776793.png) 2. Enter the email address on file with ISS and click **Submit**. Instructions will be sent to the email address you provide.Make sure you are typing the email you provided to ISS as your contact. If you do not remember which email address you provided, please reach out to your assigned Self Direction Coordinator.
[](https://help.issny.org/uploads/images/gallery/2023-02/image-1677169380389.gif) 1. Check your email for the instructions sent from websupport@issny.org. Open the email and click the blue **Reset Password** button. [](https://help.issny.org/uploads/images/gallery/2023-02/image-1677169196426.png) 2. Provide a new password and confirm the password by typing it into the second box. Once finished, click **Submit**. You will be taken back to the login screen after submitting your new password. From the login screen, use the password you just set to log into your account. [](https://help.issny.org/uploads/images/gallery/2021-02/3.png) --- ##### Resetting your password using the "Portal Access Information" email: If you requested a password reset from ISS directly, you will receive an email entitled "**ISS Portal Access Information**".Below is an example of the Portal Access Information email. It may look different depending on your email client, but the contents are the same. The username and password you will receive will be unique. Please make sure to reference and use the information in the email you receive and not the example.
[](https://help.issny.org/uploads/images/gallery/2023-02/image-1677170972747.png)The password provided in this email is a temporary password. Upon successful login, you will be required to change your password and the temporary password will no longer work.
1. Go to the Portal login page and type in the provided username/email and the temporary password. [](https://help.issny.org/uploads/images/gallery/2023-02/image-1677171496196.png) 2. Upon successful login, you will taken to the **Profile Settings** page where it will ask you to create a new password. Enter the temporary password in the "Current Password" field. Next, provide a new password in the "New Password" field and confirm the password by typing it into "Repeat New Password" box. Once finished, click **Change Password**. You will be taken to the **Two-Factor information page** where you'll able to proceed with login process. [](https://help.issny.org/uploads/images/gallery/2023-02/image-1677171696934.png)In the **Current Password** field, enter the temporary password from the email **ISS Portal Access Information** email.
--- Updated 2/23/2023 # How to Update your Contact Information It is very important to update your information with ISS when you have a change. The information that we have for you is how we contact you, how you access the ISS Portal, how we send payments and tax documents, and all manner of things. ### Participants [](https://help.issny.org/uploads/images/gallery/2024-02/contactinfo-pax.png) #### Name and Address Changes The only way ISS can update a Participant's name and/or address is if the information has been updated with Medicaid first. Please contact your Self-Direction Coordinator once Medicaid is updated. They will notify the correct ISS staff to get ISS' systems updated. #### Email and Phone Number Changes Please contact your Self-Direction Coordinator. They will notify the correct ISS staff to get ISS' systems updated. #### OTP Information / Multi-Factor Authentication You need to maintain this information yourself on the ISS Portal. Visit [https://help.issny.org/books/portal-basics/page/multi-factor-authentication](https://help.issny.org/books/portal-basics/page/multi-factor-authentication) for instructions on how to do this. Please remember to also update ISS of any change in your email address or cell phone if what you use to receive the one-time passcode (OTP) is also what ISS has on file as your contact information. #### Taxpayer and Banking Information You need to maintain this information yourself on the ISS Portal. Visit [https://help.issny.org/books/electronic-payments](https://help.issny.org/books/electronic-payments) for instructions on how to do this. --- ### Circle of Support, Brokers, Care Managers, Vendors, Etc. [](https://help.issny.org/uploads/images/gallery/2024-02/contactinfo-cos.png) #### Name, Address, Email, and Phone Number Changes Please contact your Self-Direction Coordinator. They will notify the correct ISS staff to get ISS' systems updated. #### OTP Information / Multi-Factor Authentication You need to maintain this information yourself on the ISS Portal. Visit [https://help.issny.org/books/portal-basics/page/multi-factor-authentication](https://help.issny.org/books/portal-basics/page/multi-factor-authentication) for instructions on how to do this. Please remember to also update ISS of any change in your email address or cell phone if what you use to receive the one-time passcode (OTP) is also what ISS has on file as your contact information. #### Taxpayer and Banking Information You need to maintain this information yourself on the ISS Portal. Visit [https://help.issny.org/books/electronic-payments](https://help.issny.org/books/electronic-payments) for instructions on how to do this. --- ### Support Staff [](https://help.issny.org/uploads/images/gallery/2024-02/contactinfo-staff.png) #### Name Changes Please visit the forms page at [https://www.issny.org/forms/](https://www.issny.org/forms/), download the *Personnel Change Form*, complete it, and submit it to People Services atBe sure to add both your email address and a cell phone number capable of receiving text messages in your preferences. In case you don't receive the OTP at one, you can use the other method as a back up.
### Existing Users Upon login, existing users will select whether to receive the code via email or text message. You can only choose from the email address or cell phone number that you set up in your OTP preferences.*If you are using Gmail for example, if any user accidentally reports one of our emails as SPAM, Gmail will automatically identify all of our emails as SPAM and will send them to SPAM. This means that if one person reports one of our emails as SPAM, it can cause email delivery issues for everyone involved (staff, families, the participant, etc.). By setting your Preferred Sender, you can prevent this issue from happening to you.*
--- #### Logging On and Logging Off The Portal is only accessible through your web browser. Please go to [https://portal.issny.org/](https://portal.issny.org/) on your device's web browser to find the login page for the Portal. Visit [https://help.issny.org/books/security/page/multi-factor-authentication-f45](https://help.issny.org/books/security/page/multi-factor-authentication-f45) for information on Multi-Factor Authentication and One Time Passcodes (OTP). *Tip: We recommend logging into the Portal with a new web browser page every time you use it. This will prevent any issues that might occur while having the Portal open for too long!* *[](https://help.issny.org/uploads/images/gallery/2022-02/portalbasics-url.png)* [](https://help.issny.org/uploads/images/gallery/2022-02/portalbasics-login.png) --- #### Secure Your PasswordNever share your password with anyone, not even ISS staff providing you with support. Your password is yours alone and the first step in your account's security.
--- #### Your Current Password There are three locations you may be asked to enter your current password: 1. Your first ever login. The current password is the new, temporary password that has been emailed to you. 2. You are choosing to change your password. The current password is the one you had before and have decided to change. This is the process detailed at [https://help.issny.org/books/portal-basics/page/reset-your-password-forgot-your-password](https://help.issny.org/books/portal-basics/page/reset-your-password-forgot-your-password). 3. Your Portal account has been reset by ISS. The current password is the new, temporary password that has been emailed to you.*ISS does not know your password. It is encrypted in our system. This is why when you forget it, we have to reset your account.*
*The Portal and UKG (formerly UltiPro) are not the same. Your user name will be different. Make sure you are using the right access info!*
--- #### One-Time Passcode (OTP) Not Received / Issues: Please visit help at [https://help.issny.org/books/security/page/multi-factor-authentication-f45](https://help.issny.org/books/security/page/multi-factor-authentication-f45) for information on Multi-Factor Authentication and One Time Passcodes (OTP). *Tip: Be patient! The OTP code can take up to a minute to arrive. The last code requested is the only one that will work!* --- #### Bookmarks and Favorites We do not recommend bookmarking any Portal page except for the home page which is [https://portal.issny.org/](https://portal.issny.org/). Make sure you set your bookmark **before** you log in. *Tip: Although your web browser may only display "portal.issny.org", there may be hidden characters in the web URL (see image below). This can possibly cause a problem with accessing that bookmarked page in the future. Bookmarking the page as instructed above will prevent that issue in the future!* [](https://help.issny.org/uploads/images/gallery/2021-12/image-1639508930723.png) --- #### Clearing Cookies, History, and Cache It is very important to routinely clear the cookies, history, and cache on your device to avoid running into problems. We recommend that you know how to clear cookies, history, and cache from the browser you are using. Here are the instructions on how to clear cookies on the iPhone and Google Chrome browser: iPhones: [https://support.apple.com/en-us/HT201265](https://support.apple.com/en-us/HT201265) Androids: [https://support.google.com/chrome/answer/2392709?hl=en&co=GENIE.Platform%3DAndroid](https://support.google.com/chrome/answer/2392709?hl=en&co=GENIE.Platform%3DAndroid) Web Browsers: [https://support.google.com/chrome/answer/95647?p=rl\_error&hl=en&visit\_id=637729269701255217-2377492424&rd=1](https://support.google.com/chrome/answer/95647?p=rl_error&hl=en&visit_id=637729269701255217-2377492424&rd=1) --- #### Too Many Redirects - Error 500 This is an issue on your device with your browser. Too many redirects or Error 500 is a web browser error that can occur when you are using a long URL. You may only see the first part of the URL because your browser shortens it for readability. Please use only this URL: [https://portal.issny.org/](https://portal.issny.org/) Make sure your browser doesn’t auto-fill the address with anything else. We recommend clearing your cookies and browser cache. For help with that, visit [https://help.issny.org/books/portal-basics/page/portal-best-practices#bkmrk-clearing-cookies%2C-hi](https://help.issny.org/books/portal-basics/page/portal-best-practices#bkmrk-clearing-cookies%2C-hi) --- #### Website is automatically loading incorrect login credentials: Our website doesn’t generate login information on its’ own. Typically, this is done by a setting in your web browser or phone usually called “Autofill”, which automatically fills in fields with user designated information (i.e. Name, email, address, etc.). You’ll have to look into your device’s settings and adjust those settings appropriately. --- #### Backup Browser and Device We recommend that you always have a backup browser and device should you run into problems with one or the other. Plan for this in case your primary browser/device fails. *Tip: Not all web browsers are built the same! For this reason, some websites will work better on Chrome verses Mozilla Firefox. It's always best practice to have an alternate web browser to double check if a website is working or if it's your web browser having trouble!* --- #### Help Website Link We recommend you save helpful documents and links and be sure to bookmark the ISS help website so it's there when you need it. This is always handy when you need to trouble shoot. Our help website can be found at [https://help.issny.org/](https://help.issny.org/) and the link direct to our extensive eTime section is [https://help.issny.org/books/etime](https://help.issny.org/books/etime). Be sure to save the links pertaining to your needs. It is safe to bookmark/favorite any page of our help website. *Tip: The help website's search feature is very powerful and a single word might get you exactly the results you need.* *[](https://help.issny.org/uploads/images/gallery/2022-02/portalbasics-searchhelp.png)* --- #### Still need help? Always remember to check the help site at [https://help.issny.org/](https://help.issny.org/). For those looking for support for their Self Direction Program, please reach out to your assigned Self Direction Coordinator. If you are a staff member looking for direct support, please reach out to our Staff Support Liaison at