Use this guide to reset your Mercury Nexus password, update it while logged in, or assist another user if you have Partner Level access.
Passwords protect your account and client information. You should change your initial password after first login.
Password requirements in Mercury Nexus
To create a compliant password, it must:
Be at least 8 characters long
Contain both letters and numbers
Include at least one special character (for example: $, %, ?)
Not repeat the same character multiple times (for example: 11111111, qqqqqqqq, !!!!!!!!)
Important
Passwords with 7 characters or fewer are considered too short. The Confirm Password field will remain greyed out.
Tip
Use a passphrase with symbols (for example: Coffee$Train9) instead of a simple word with numbers.
Reset your password if you cannot log in
If you have forgotten your password, use the automated password reset process.
Go to the Mercury Nexus login page
https://login.connective.com.au/Click Forgot password?
Enter your CA number (for example: CA12345) and registered email address
Click Send me the SMS code
Enter the verification code sent to your registered mobile
Follow the email link sent to you to create a new password
Important
You must have a valid mobile number and email address saved in your Mercury user profile. Without both, you cannot complete the reset process.
Not receiving the password reset SMS?
If you are not receiving the SMS verification code, try the following:
Confirm you are using the correct email address and CA number
Check for spaces before or after your entries, especially when copying and pasting
Ensure the email address matches exactly what is on file
On Samsung Android devices, check your SMS spam folder
Re-enter your mobile number without spaces and resend the request
Check your device’s SMS spam or junk folders for filtered messages
If available, choose the option to receive the code via email instead
If you see an error
Verify your details match your Mercury profile exactly before submitting another request.
Change your password while logged in
If you can access Mercury Nexus, update your password from within the platform.
Open the Admin app
Select My Details from the left-hand menu
Click Change password
Enter your new password
Confirm the password
Click Update
Assist another user with a password reset (Partner Level access only)
If you are a Principal Owner, Director, or have Partner Level access, you can reset another user’s password.
Open the Admin app
Select Manage Users
Click Manage existing users
Open the relevant user profile
Click Set password
Provide the temporary password securely
Instruct the user to change their password immediately after logging in
Important
The Mercury Helpdesk cannot see or retrieve existing passwords.
When to contact the Mercury Helpdesk
If you are a Principal Owner or Director, you may contact the Mercury Helpdesk for assistance if required.
For all other users:
Use the self-service reset process, or
Contact your Principal Owner or Director to reset your password via Admin > Manage Users.
The Mercury Helpdesk cannot manually set passwords for standard users.
Need help?
If you need help accessing Mercury Nexus or resetting your password, contact your Partnership Manager or email [email protected].