If the error message below is displayed when you attempt to log on to your TEAL user account, follow the steps below for help.
“Attempting to process your request encountered the following error:
The system is unable to reset your password because you have not established your security questions and answers.
Please submit a request at https://txeduagency.zendesk.com for help resetting your password.”
To submit a request, go to https://txeduagency.zendesk.com and enter your request. Be sure to include your TEAL user name and other information requested so that we can efficiently locate your user account. As part of the process, a temporary password will be sent to the email address on your user account. If that email address is out of date, include your new email address and other identifying information in the request.
In most cases, support staff will respond within 24 hours and have the temporary password sent via the email.
Once you receive the temporary password:
- Log on at https://pryor.tea.state.tx.us/. Follow the security guidelines carefully to set up a new password.
- Once you have set up your password, you will see the security assurance. Please read it and click Agree to move forward.
- At the next screen, set up security questions and answers that can be used to help verify your identity for future password resets. Choose a question from each of the three dropdown boxes and provide an answer for each question.
Note: You cannot use the same question more than once. If you ever need to answer a question for a future password reset, you will need to enter the answer exactly as you entered it here in order to be successful. Answers are not case sensitive but otherwise must be answered exactly the same way. For example, the user in the illustration above entered “Maple St.” by abbreviating the word “Street”, followed by a period. Whenever the user is prompted by the system to answer this question, the answer must be entered exactly the same way.
- Once you have answered all three questions, click Save Changes.