Self-Service Portal - Account Locked and Password Reset

Overview

To increase productivity, compliance, and security, we have deployed a self-service password management system for Club Support Center employees. Users can now manage their passwords without IT assistance.

Q/A

Q: Who is this document for? A: Club Support Center Hampton and Florida based employees. This includes remote employees. This excludes Club Managers.

Q: What is the Self-Service Portal URL? A: https://selfservice.pfhq.com
Q: Any prerequisites? A: Your account must have Multi-Factor Authentication enabled. All accounts should have this. If you are unsure open a helpdesk ticket by emailing support@planetfitness.com

Key Features

1. Password Expiration Notifications - All users will receive daily email notification starting at 14 days before password expiration.
   
2. Users can unlock their account from the portal.
   
3. Mobile Self-Service: Users can reset their passwords and unlock their accounts from their mobile device.
   

Password Policy

1. Passwords must be at least 12 characters long.
   
2. Passwords must consist of 3 of the 4 following character classes:  lower case characters, upper case characters, numbers and special characters (e.g., @,#,$,!, etc.);
   
3. Consider using passphrases (e.g., “thesnowstart$fallingonDecember21”).
   
4. Passwords expire every 90 days.
   
5. Re-use of passwords is not allowed for the previous 5 passwords.
   
6. After three (3) invalid logon attempts accounts are locked out for 30 minutes.
   

Accessing the Self-Service Portal

Access from a computer or cell phone:

Open a web browser (Microsoft Edge, Google Chrome, Firefox, or Safari). Go to https://selfservice.pfhq.com

 

The portal looks like this from a cell phone:

 

The portal looks like this from a computer:

 

 Forgot Password

Forgot Password from a cell phone:

Open a browser and go to https://selfservice.pfhq.com

 

Select Password Reset.

Type in your username. This is usually your firstname.lastname

Example: john.madison

Type in the captcha to verify you are not a bot.

Verify your identity via the MFA method configured for your account. This will either be a 6-digit text, push notification using the Microsoft Authenticator App, or 6-digit code from the Microsoft Authenticator App. Click on next!

 

 

Enter in the code and hit next.

 

Select Accounts: Leave as the default values.

New Password: Put in your new password based on our password policy from above.

Confirm New Password: Put in your new password again.

Click Reset.

 

Once updated you will need to lock your computer and unlock for the password to update.

All employees are connected to our network utilizing Cloudflare Warp.

1. Hit Ctrl – Alt – Delete
   
2. Lock your computer.
   
3. Login with the new password. 
   

Forgot Password from a computer:

Click

Forgot your password?

 

Type in your username. This is usually your firstname.lastname

Example: hubie.madison

Type in the captcha to verify you are not a bot.

 

Verify your identity via the MFA method configured for your account. This will either be a 6-digit text, push notification using the Microsoft Authenticator App, or 6-digit code from the Microsoft Authenticator App. Click on continue!

Enter in the code and hit continue.

Select Accounts: Leave as the default values.

New Password: Put in your new password based on our password policy from above.

Confirm New Password: Put in your new password again.

Once updated you will need to lock your computer and unlock for the password to update.

All employees are connected to our network utilizing Cloudflare Warp.

1. Hit Ctrl – Alt – Delete
   
2. Lock your computer.
   
3. Login with the new password. 
   

Account Locked

Unlock from a cell phone:

Open a browser and go to https://selfservice.pfhq.com

Select Account Unlock.

 

Type in your username. This is usually your firstname.lastname

Example: hubie.madison

Type in the captcha to verify you are not a bot.

Verify your identity via the MFA method configured for your account. This will either be a 6-digit text, push notification using the Microsoft Authenticator App, or 6-digit code from the Microsoft Authenticator App. Click on next!

 

 

Enter in the code or verify your push notification via the Microsoft Authenticator App and hit next.

 

 

After entering the code or verifying your push notification click unlock.

Unlock from a computer:

Open a browser and go to https://selfservice.pfhq.com

Select Account Unlock.

 

Type in your username. This is usually your firstname.lastname

Example: hubie.madison

Type in the captcha to verify you are not a bot.

 

 

 

 

Verify your identity via the MFA method configured for your account. This will either be a 6-digit text, push notification using the Microsoft Authenticator App, or 6-digit code from the Microsoft Authenticator App. Click on continue.

 

After entering the code or verifying your push notification click unlock.

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