SUMMARY
Use this guide to reset a password on behalf of another user. Once the password reset is triggered, the user will receive an email prompting them to create a new password.
WHEN TO USE THIS
- Use this guide if:
- A user has forgotten their password.
- A user is unable to access their account and requires a password reset.
PREREQUISITES
- Before starting:
- You have access to the Administration page.
- You have permission to manage users.
STEPS
- Navigate to Administration.
- Open the Users page.
- Locate the user whose password you want to reset.
- Click the three-dot menu on the far right of the user's row.
- Click the three-dot menu again
-
Select Reset Password.
EXPECTED RESULT
- After completing these steps:
- The user's account status changes to indicate a password reset is required (for example, Force Change Password).
- The user receives an email with instructions to create a new password.
- The user will be required to set a new password before accessing their account.
TROUBLESHOOTING
-
Issue: The Reset Password option is not available.
- Try: Verify that you have access to the Administration page.
- Try: Confirm that your user role includes permission to manage users.
-
Issue: The user did not receive the password reset email.
- Try: Ask the user to check their spam or junk folder.
- Try: Verify that the user's email address is correct in their account profile.
STILL NEED HELP?
- Contact Support and include:
- The affected user's email address.
- A description of the issue and any error messages encountered.