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How to assist users with a password reset

App and console users may ask for help to reset a password when they may have forgotten their password or when they don't recognise a character from a newly provided password.

⚠️ Passwords cannot be seen by any of the console Admin users.

 

The options to perform a password reset are using the following methods.

Request a password reset from the console login screen

It is possible to directly send a learner a password reset email using the console forgot password function.

  1. Open the password reset page (this is the same one found in the reset the password from the console process).
  2. Enter the email address of the learner.
  3. They will be sent an email asking them to reset their password.

⚠️ If the users has tried to reset the password and is not receiving the email then try the method from the User List

 

Console Admin users can reset the password from the Users List

Send a password reset directly to the user's email

It is possible to send a password reset email directly to the user's email from the User List using the Reset Password function.

  1. Go to Users & Groups > Users.
  2. Use Search or Filters to find the user in the list
  3. Select Reset Password from the item 3-dot menu.
  4. Choose Send the password to: the user's email as listed
  5. The user will be sent an email with a link to reset their password.

Send a password reset directly to the admin user / custom email

It is possible to send a password reset email directly to a specified email from the User List using the Reset Password function.

  1. Go to Users & Groups > Users.
  2. Use Search or Filters to find the user in the list
  3. Select Reset Password from the item 3-dot menu.
  4. Choose Send the password to: select the admin user or enter a specific email (e.g. a team leader or manager)
  5. A reset link will be sent in an email to the entered email.

Reset another admin users password

Sometimes other admin users may need help with password resets as they cannot access to reset their own password. If the password reset email is getting blocked by a firewall or spam filter you need to send the email to another / personal email account and for this to be possible the user cannot be an admin.

In order to assist another admin user with a password reset their admin account must be removed and then restored after the reset has been actioned.


    1. Go to Users & Groups > Users.
    2. Use Search or Filters to find the user in the list.
    3. Select Remove Admin Access from the 3-dot menu.
    4. Then select Reset Password from the item 3-dot menu.
    5. Choose Send the password to: select the admin user and then enter a specific email (e.g. a yourself or the admins personal email account)
    6. A reset link will be sent in an email to the entered email.
    7. Once the password has been reset go to the users list.
    8. Select Make Admin from the 3-dot menu.


✅ The user will be sent the Granted Administrator Access email when their account is reinstated