The Fermly Portal has moved to a new system. Your account, orders and results came across with it. Your old password did not. The first time you sign in to the new Portal, you set a new password. After that, you sign in like you always have.
Why you have to reset your password
When we moved accounts to the new Portal, each one got a random placeholder password that nobody knows, us included. Your old password won't work, so the first thing you do is choose a new one.
There are two ways in. Use whichever you have:
- You got an email titled "Set your password for" your lab's name. Use the button in that email. See Set your password from an invitation.
- You didn't get that email, or can't find it. Request a reset yourself. See Reset your password.
Tried your old password?
You'll see Invalid email or password. While the move is under way, that message also tells you to reset your password and links straight to the reset page.
Find your Portal address
Every lab and contract facility on Fermly has its own Portal address. Fermly's lab is at portal.fermly.com. Other labs and facilities have their own, usually under fermly.com or on their own domain. Use the address your lab or facility gave you, or the one in the links of your Portal emails.
Going to that address takes you to the sign-in page. It shows your lab's or facility's logo and name. If it shows somebody else's, you're at the wrong address.
Reset your password
Open the reset page
On your Portal's sign-in page, click Forgot your password? under the Sign In button.
Ask for a reset link
Enter the email address you sign in with and click Send Reset Link.
Check your email
The page changes to Check your email. It says the same thing whether or not that address has an account. That's on purpose: it keeps the page from telling strangers who uses the Portal. So if nothing arrives, check the address you typed.
Open the link in the email
Click Set New Password in the email. If the button doesn't work, copy the full link printed under it and paste it into your browser.
Choose a new password
Type your new password twice and click Set New Password.
Sign in
You'll see Password updated, and a moment later you're back on the sign-in page. Sign in with your email and new password.
Pick a password that works everywhere
The reset page needs at least 8 characters. The invitation page needs at least 12, with at least one number or symbol. Go with 12 or more including a number or symbol and you're covered on both.
What the reset email looks like
- Subject: "Reset your password —" followed by your lab's or facility's name
- From: your lab's or facility's name
- Inside: their logo, the heading Reset your password, the email address the reset is for, and a Set New Password button. Below that, the same link as plain text.
The email says how long the link stays good. If you didn't ask for a reset, ignore it. Your password doesn't change unless you finish the steps above.
Opening the link doesn't use it up. It's only used when you click Set New Password on the page, so it's fine if your email's security scanner or a second click opens it first.
Can't find the email?
- Look in spam, junk, or your Promotions tab. Reset emails from a new system sometimes land there. Search your mail for "Reset your password". If you find it, mark it as not spam so the next one comes straight through.
- Give it a few minutes. Most arrive right away. Some mail servers hold new senders for a bit.
- Check the address you typed. The Portal won't tell you if it's wrong (see step 3).
- Don't hammer the button. You can ask for 3 reset emails in 15 minutes. After that, more requests don't send anything until the 15 minutes are up. If you asked more than once, use the newest email.
Set your password from an invitation
You get an invitation email when someone adds you to a Portal. It comes in two versions.
You already had an account
Moved accounts may get an email titled Set your password for your lab's name. Inside, it says your account has moved and your history is intact. Click Set Your Password.
The page that opens says Set your password and shows your email address. Check your first and last name, enter a new password twice, and click Set Password & Sign In. You're signed in and taken to your Dashboard.
You're new to the Portal
New users get an email titled You've been invited to a lab's or facility's name. It says who invited you, the role you're getting and, for clients, which company it's for. Click Accept Invitation.
The page that opens says Join followed by the lab's or facility's name, and repeats your role and company. Enter your first name (last name is optional), choose a password and enter it again, then click Create Account. You're signed in and taken to your Dashboard.
Invitations last 30 days and work once
Open the link exactly as it appears in the email. Once you've used it, sign in normally from then on. If you lose your password later, use Forgot your password?, not the old invitation.
Common problems
"Invalid email or password."
Your email or password is wrong. If this is your first time on the new Portal, your old password won't work. Reset your password. The email address isn't case-sensitive.
"No access"
The page says This account doesn't have access to a Portal's name. You signed in at a Portal that isn't yours. Each email address belongs to exactly one Portal: one lab or one contract facility. If you work with more than one, each one sets you up under a different email address.
Go to the address of the Portal your account belongs to (see Find your Portal address) and sign in there. If you reset your password from the wrong Portal, the new password still works. Just sign in at the right address.
"This link has expired. Please request a new one."
The reset link ran out before you used it. Go back to Forgot your password? and request a new one.
"This link is invalid or has already been used."
Each reset link works once. If you already set a new password with it, sign in with that password. If you didn't, or you asked for several links and used an older one, request a new link and use the newest email.
"Link expired or invalid" as soon as the page opens
The link is missing part of its address, usually because it got cut off when copied. Copy the whole link from the bottom of the email, or click the button instead. If that still fails, request a new link.
"This invitation link isn't valid"
Either the link is incomplete, or you opened it at a different Portal address than the one it was sent from. Click the button in the email instead of typing the address. If it still fails, ask whoever invited you to send it again.
"This invitation has been used", "was revoked" or "has expired"
- Used: your account is already set up. Sign in, or use Forgot your password?
- Revoked or expired: ask whoever invited you to send a new one.
"Password must be at least 8 characters." or "Passwords do not match."
Make your password longer, or retype both boxes so they match. On the invitation page the minimum is 12 characters with at least one number or symbol.
"You can't open this page"
You're signed in fine. Your role just doesn't include that page. See Roles and permissions.
Still stuck?
Contact the lab or facility that runs your Portal. They can resend your invitation. If your Portal is portal.fermly.com, email support@fermly.com.