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Before you start this process, make sure you're using one of our Supported Web Browsers. 

Considerations:

• The process for resetting user and admin passwords varies. Refer to the following sections for instructions for the each process. 
• Users and Admins are prompted for an email address when they reset their password. The password reset email is sent to valid admins or users. After the password is reset, the change affects any service endpoints the user is connected to.
• If a user account is locked due to repeated failed login attempts, their account can be unlocked without the user having to reset their password. See Manage Password and Security Settings to learn more.

Reset Admin Passwords

Resetting an Admin Password Yourself

To reset an Admin password:

1. Go to the login.
2. Click the Reset Administrator Password link.
3. Enter the email address for your admin account in the Email field. Then click Set Password. A confirmation email is sent with the subject "ºÚÁϺ£½Ç91Èë¿Ú Password Reset".
   
4. Click Reset Password in the email. Note this link expires in 1 hour.
5. In the Set Administrator Password modal, enter a Password, then enter the password again in Confirm Password.
   
   • Admin passwords must be between 12-64 characters in length and cannot contain the admin's email or username.
6. Read the Terms of Service and check the box to agree.
7. Click Set Password.
   • If MFA is enabled for your ºÚÁϺ£½Ç91Èë¿Ú account, you need to authenticate your account with TOTP.
     • TOTP: Enter a six digit code from an authenticator app such as ºÚÁϺ£½Ç91Èë¿Ú Protect or Google Authenticator. See ºÚÁϺ£½Ç91Èë¿Ú Protect for Admins to learn more.
8. A "Password reset was successful." message appears. An email will also be sent stating that the password reset was successful.

Resetting an Admin Password via Another Admin

To reset an Admin password via another Admin:

1. Log in to the .
2. Click on your initials in the upper right-hand corner of the screen.
3. Click Administrators.
4. Select the admin who needs a password reset.
5. Under Account Settings, click Send Password Reset Email > Send. An email will be sent to the admin within 10 minutes, and it has to be verified within 24 hours.
   • If the admin doesn’t receive the email, ensure to check the Junk/Spam folder and that [email protected] is whitelisted.
6. Click Reset Password in the email.
7. In the Set Administrator Password modal, enter a Password, then enter the password again in Confirm Password.
   • Admin passwords must be between 12-64 characters in length and cannot contain the admin's email or username.
8. Read the Terms of Service and check the box to agree.
9. Click Set Password.
10. If MFA is enabled for your ºÚÁϺ£½Ç91Èë¿Ú account, you need to authenticate your account with TOTP:
    • TOTP: Enter a six digit code from an authenticator app like ºÚÁϺ£½Ç91Èë¿Ú Protect or Google Authenticator. See ºÚÁϺ£½Ç91Èë¿Ú Protect for Admins to learn more.
11. An email will also be sent stating that the password reset was successful.

Reset User Passwords

Resetting Your Own User Password

To reset your password when you don't know your old password:

1. Log in to the .
   • If you're on the Admin Portal login page, click the User Portal Login link.
2. Click the Reset User Password link.
3. Enter the email address for your user account in the Email field, then click Send Reset Request.
4. Click the secure Reset Password link that has been sent to the email address you entered.
5. Enter your new password in both password fields and click Reset Password.
6. Select either I use Mac, I use Windows, or I use Linux.
7. Click I don't see how, continue to portal at the bottom of the screen.
8. Enter a new password, and then again to confirm it.
   • User passwords must be between 12-64 characters in length and cannot contain the user's email or username.
9. If MFA is enabled for your ºÚÁϺ£½Ç91Èë¿Ú account, you need to authenticate your account. Depending on the types of MFA enabled by your organization, you'll see one of two options:
   • Push: Use the ºÚÁϺ£½Ç91Èë¿Ú Protect app to verify your identity with a push notification.
     • A cancel button displays on the login screen while you're verifying your identity using Push MFA. Clicking this button has no effect on the push notification. 
   • TOTP: Enter a six digit code from an authenticator app such as ºÚÁϺ£½Ç91Èë¿Ú Protect or Google Authenticator. Then click Reset Password.

Admin Resetting a User Password for a User

Sometimes users may get locked out of their account and need an admin to reset it for them. If your organization has enabled password recovery with a recovery email , and the user has a verified recovery email, the user will receive a password reset link sent to the recovery email. The user would click the password reset link from the recovery email, enter a new password, and verify their identity using MFA.

To reset a user password for a user:

1. Log in to the .
2. Go to USER MANAGEMENT > Users.
3. Select the user whose password needs to be reset.
4. From the Details tab, scroll to User Security Settings and Permissions.
   • From this section, you can enter a Password Recovery Email for the user and a temporary password for the user.
   • Click Reset Password to set a new, temporary password for the user.
5. After making the updates, click Save User.

Adding a Password Recovery Email Address

Please add a personal email address that is different from your org email so that if you ever get locked out of your account, a recovery email will be sent to your personal email address, as well as your org email address. This will help you if for some reason you can't access your org email account.

To add a recovery email as a user:

1. Log in to the .
2. Go to Profile > Recovery Email.
3. Under Recovery Email, enter a personal email address that is different from your org email address.
4. Click Save. An email is sent to the email address that you just provided for verification.
5. Within the specified time, click Verify Now! in the email that was sent to your personal recovery email address. If you don't verify within the specified time, you'll need to enter the email address again in the User Portal.
6. The user will be directed to the User Portal login page. Upon successful login, a confirmation email is sent stating that the user's recovery email address has been verified.

To add a recovery email as an admin:

1. Log in to the .
2. Go to Settings > Organization Profile > User Portal Settings.
3. Go to Settings > Security > Password Recovery Email.
4. Click the Enable Password Recovery Email for Users checkbox.
5. Click save changes.
6. The Password Recovery Email address will display under User Security Settings and Permissions.
   • Users can’t use the feature until the Admin Portal settings are turned on.

Troubleshooting