Users can usually administer and reset their password but it can also be reset by a website administrator if needed.

Some things to check

1. Make sure the username and password are both being entered correctly. 
   • Both are case-sensitive.
   • Check for spaces at the start or end.
   • Check that an old saved password is not filling out the fields automatically through the browser.
2. The website administrator should check that the correct email has been entered when setting up the account. 
3. If the user has not received an account password email, they should check in their Junk/spam folder.

Sending a password reset email

To send a new password reset email to a user:

1. Select User Manager from the Home tab:
   
2. Search for the user within the User Manager search box or by role:
   
3. Locate and select the user's name from the list:
   
4. In the right panel scroll down and select Send password reset:
   

Setting a temporary password

An administrator can also set a temporary password for a user by following the steps below:

1. Select User Manager from the Home tab:
   
2. Search for the user within the User Manager search box or by role:
   
3. Locate and select the user's name from the list:
   
4. Select Edit:
   
5. Enter a temporary password in the New Password, re-type it and make sure User can change password is checked:
   
   
6. Select Choose roles.
7. Select Save Changes.

If the user is in the same room as you are, you may prefer to let them type in a new password in step 5. 

Updated 23 January 2025 14:22