When Pupils aren't able to remember their password, they can send a 'Reset Password Request' to their connected Institution and Family accounts.

For Institutions (Teachers): On the Pupils page, there will be an Alert at the top of the page, informing you of active Reset Password Requests. You can review active requests and respond to them.
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For Families (Parents): On the Manage Family page, there will be an Alert at the top of the page, informing you of active Reset Password Requests. In the 'Children' section, you will see the Request icon next to the appropriate pupil.

Click on the Reset Password option for a pupil account, and generate a temporary password. You can use the automatically generated password, or choose your own.

If a temporary password has already been generated, the 'Reset Password' option will have been replaced with 'Change Temporary Password', with the active temporary password displayed.

Pass this temporary password onto the appropriate pupil.

A pupil can now login to their account using their usual username and the recently generated temporary password.

Once they log in, they will be asked to create and confirm a new password, which can be used from then on.

Once this new password has been created, your Reset Password alert will disappear from your account for this pupil.