Denticon - Recover a Locked Account Without Signing In – Planet DDS

How to Recover a Locked Denticon Account Without Signing In

If you are locked out of your Denticon account, use the password recovery tool at PlanetDDS.com to reset your password without signing in. Standard users have three self-service reset options; admins who cannot recover access through self-service must submit a support ticket.

Applies To

Product: Denticon
Plan: All plans
Role: All users (Standard Users and Account Admins)

Before You Begin

You must know your Denticon username.
To use the email reset option, you must have access to the email address on file in your Denticon account, or your office manager/admin must have access to their email on file.
To use the Secret Question option, you must know the answer to the secret question set on your account.
Standard users who cannot complete self-service recovery should ask an account admin (office manager or regional manager) for assistance.
Account admins who cannot complete self-service recovery must submit a support ticket.

Steps

All Denticon Users Except Admins

If any user except an admin in your office is having issues accessing their account, follow these steps:

Navigate to PlanetDDS.com.
Find the 'I'm a Client' menu and select 'Denticon Login'.
Select 'I can't access my account'.
Select 'I don't know my password or my password has expired', then press 'Next'.
Confirm that the 'My Denticon username is' field shows your correct username, then press 'Next'.
Select your preferred password reset method and complete its associated steps:
1. 'Send an email to me at [your email on file]'
2. 'Use my Secret Question'
3. 'Send an email to my office manager at [account admin on file's email address]'
Once the steps for your selected method are completed, enter your new password twice. Your new password must meet the following Password Validation Rules:
- Minimum 8 characters required.
- Must not contain the username.
- Must meet 3 out of the following 4 requirements:
  - At least one uppercase letter.
  - At least one number.
  - At least one lowercase letter.
  - At least one special character. Allowed special characters: ! ()@@#$%^&*.+=_|~~
- Your password cannot be the same as the previous 5 passwords on the same username.
Press 'Next' to confirm the new password.
If you cannot reset your password using the above steps, ask an account admin (usually an office manager or regional manager) to reset your password from their Denticon account by navigating to Setup > Security > Users, opening the Login Info tab, pressing 'Edit User', and clicking the 'Change Password' link.
- Direct your admin to this article for guidance: I forgot my password. Who can tell me what it is?

Account Admins Only

If the Denticon Admin is having issues accessing their account, follow these steps:

Navigate to PlanetDDS.com.
Find the 'I'm a Client' menu and select 'Denticon Login'.
Select 'I can't access my account'.
Select 'I don't know my password or my password has expired', then press 'Next'.
Confirm that the 'My Denticon username is' field shows your correct username, then press 'Next'.
Select your preferred password reset method and complete its associated steps:
1. 'Send an email to me at [your email on file]'
2. 'Use my Secret Question'
3. 'Send an email to my office manager at [account admin on file's email address]'
Once the steps for your selected method are completed, enter your new password twice. Your new password must meet the following Password Validation Rules:
- Minimum 8 characters required.
- Must not contain the username.
- Must meet 3 out of the following 4 requirements:
  - At least one uppercase letter.
  - At least one number.
  - At least one lowercase letter.
  - At least one special character. Allowed special characters: ! ()@@#$%^&*.+=_|~~
- Your password cannot be the same as the previous 5 passwords on the same username.
Press 'Next' to confirm the new password.
If this process does not change your password and allow you to sign in, submit a support ticket describing the steps you took and including screenshots of any error messages you encountered.
- How can I reach Denticon's Customer Care Team for Support?

Visual Guide

Expected Result

When complete, you will have set a new password and will be able to sign in to your Denticon account. If you are a standard user and still cannot sign in after completing these steps, contact an account admin to reset your password on your behalf. If you are an admin and are still locked out, submit a support ticket with details of the steps you attempted and any error messages encountered.

Best Practices

To avoid losing access to your account, store your password in a secure location. Update your password every 6 months to avoid cybersecurity lapses and never share your account credentials with anyone else.

Need More Help?

If these steps did not resolve your issue, contact Planet DDS Support and include the following:

Screenshot or screen recording of the issue
Your account name or Practice Group ID (PGID)
The exact error message text, if any
The steps you took and the reset method you selected

Article Version 1.2

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