How to change a user's password

Blanca Castillo
Blanca Castillo
  • Updated

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Where do I find it?

Account > User Management

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Only users with the User Management special permission can change other users’ passwords.

 

What does it mean?

This article explains when and how backoffice users should manually set a new password for a user (instead of the user resetting their own password).

Important:

  • Each user can reset their own password in the User > Password/2FA section.

  • This article is only for cases where you (backoffice user) need to change a user’s password manually.

If the user prefers to reset it themselves, direct them to the User > Password/2FA section. For details, see this article.

 

What should I do?

  1. Go to Account > User Management and find the user

    • Use the search field to locate the user by name, username, or email (depending on configuration).

    • Click on the user to open their details.

  2. Click the “Edit ” button.

  3. Change the password

    • Click on the “Change password” button located within the “Attributes” section.

    • Enter a new password with at least 10 characters.

    • (Optional) Enable “Show password in clear text” to verify what you typed before saving. Use this with caution and only when needed, especially if you will communicate the password to the customer.

  4. Save the changes

    • Click Save to apply the new password.

    • Close the User Management window.

    The user’s password is now updated. Inform the user of the new password via a secure channel (never in public chats or tickets visible to third parties).

Good to know

  • Security best practice:

    • Encourage customers to change the password themselves after receiving a temporary one. They can follow this step-by-step guide. How to reset your password

    • Avoid reusing passwords or setting very simple passwords.

  • When should I manually change a user’s password (instead of them resetting it themselves via “Reset your password”)?

    • The user has no access to the email address linked to their account.

    • The “Reset your password” email is not reaching the user, and they urgently need access.

FAQs

➕ Can I see the current password of a user?

No. For security reasons, passwords are not visible. You can only set a new password.

➕ Does changing the password log the user out?

Typically, the user will need to log in again with the new password. If they are still logged in, ask them to log out and back in.