Submission for Recovery of Administrator, Data Access, or Encryption Password
If you have lost/don't remember the administrator password for your files, please read this section carefully for full instructions on what to do.
The default settings for your program are set to "admin" for the administrator password and the optional encryption password would have been empty (no password specified). You can try typing in "admin" (all lowercase) when prompted for your administrator/access password. If that does not work, the password must have been changed and needs to be recovered. We do have a process that can generally recover your password for you but it does take a bit of time and there is a $10 fee to recover the password (or passwords) from your database.
NOTE: For security reasons, once we recover your password, we can only send it back to the original address on file when the program was purchased. If you are not the original purchaser, please make sure to include your unit's customer number on the submission form.
If the original purchaser is no longer with your unit and you do not have contact with them, we will need to receive a signed letter from your local council office stating that you are with this unit and entitled full access to all passwords associated with the database. Signed letters can be mailed or can be scanned and sent as a PDF attachment but it must be a physical letter (i.e., a simple email will not meet this requirement). Once we receive confirmation, we can then update the contact information for the original purchase and send the password to a new location. Please have your local council give us a call at (434) 589-6788 if they need additional details.
If you are the original purchaser but are no longer using the original email address listed in your records, we can mail (via USPS) this password information to you. If both your email and physical address have changed, we will need to confirm your identity using the last 4 digits of the credit card used to place your original order. If we are unable to confirm your identity using this information, we will need to receive a signed letter from your local council stating that you are with this unit and entitled access to all passwords associated with the database before we can make any changes to the original contact information in your account. Please have your local council give us a call at (434) 589-6788 for more information.
NOTE: Once you have submitted your password recovery request, this fee is non-refundable so please, do not submit a password recovery request unless you are certain that you are unable to locate the password yourself.
If you have any questions regarding our password recovery policy, please give us a call at (434) 589-6788.
If you understand/agree with the policies listed above, click here to submit your password recovery request.