Resetting a Customer's Password

Resetting a Customer's Password

Customers forget passwords. You can set a new one for them in under a minute from their Users tab.

Step 1: open the customer's Users tab

1. Click Customers in the left-hand menu.
2. Click the customer's name. You can also click the three dots (⋮) and choose Manage customer.
3. Click the Users tab.

You'll see everyone who can log in to that customer's account, and what role each person has.

Step 2: set the new password

1. Click the three dots (⋮) next to the person who's locked out.
2. Click Reset password.
3. Type a new password in New password, or click the key button next to the eye icon to make a strong one. It needs a lowercase letter, a capital letter, a number, a special character and at least 10 characters.
4. Click Save.

Step 3: pass it on safely

Write the new password down before you close anything, because you'll need to give it to your customer. Send it in a different way from your usual email, such as a password manager share, a text message or a phone call. Suggest they change it once they're in.

If they want to change their login email address

You can't do this for them. The customer has to do it themselves:

1. Log in to the control panel.
2. Click the profile icon in the top right.
3. Enter their current password when asked, then change the email address.

If they type the wrong current password, the panel logs them out and the email address stays the same.

If two-factor authentication has locked them out

If they've lost the phone or app they use for two-factor codes, a password reset won't help. Turning 2FA off has to be done on the server, so open a support ticket with the customer's login email and we'll sort it out.