Description

This article provides guidance on Juniper’s Password Reset Policy for External Users

Symptoms

  • I lost my password in the support portal.
  • My support portal password is not working, can I get it reset?
  • My password has expired. How do i reset?
  • How do I reset my password?
  • Why is my account locked?
  • How do I change my password in the support portal?
  • I can’t login to Juniper Support Portal

Solution

To safeguard Juniper systems and data, all external users accessing Juniper’s platforms are required to adhere to the standardized Password Policy.
All external users are required to reset their password every 6 months (180 days). Failure to do so will result in the user’s account being locked.

Password Reset Tool

When your old password expires, you will be prompted to change your password when you try to login in the support portal.

If you forgot your password, the “Reset Password” option is available in the login page of Juniper Support Portal.

 

  1. To reset your password in Juniper Support Portal, click the "Reset my Password" option. This will route you to the password reset tool.


    Password reset is also available through NextGen Digital Assistant. Click on the Ask Me icon at the lower right corner of the page and select Reset Password.

Note:  To ensure successful login, close all browser windows and restart the browser after resetting your password. Your account will now be accessible with your User ID and the new Password.

Login Attempts

  • A user has 10 attempts to login in the support portal. If you have exceeded this number of attempts, your profile will be locked out for 60 minutes and you will not be able to use the password reset tool.
  • After 60 minutes, the locked out status will automatically unlock and you will now be able to use the password reset tool to change your password. 
  • If you urgently need to login, contact Customer Care for assistance.

 

Modification History

2017-10-18:  Updated security key validity to 24 hours and added direct link to the reset password tool

2018-06-07: Updated the direct link to the password reset tool

2019-11-07: Added instructions if e-mail from [email protected] is not received

2020-06-17: Article reviewed for accuracy. Article is correct and complete.

2024-09-06: Updated article name from Customer Support Center (CSC) to Juniper Support Portal.
Added screen captures
Added JDA as option to reset password

2024-10-18: Added locked out status information and instructions

2024-12-19: Updated the login and JDA screenshots and added another one for the password reset tool

2025-03-22: Added Juniper Password Reset Policy

2025-09-01: Updated article content with Password Policy information.