Overview

You are experiencing an issue with resetting the password for an Admin account on the user portal. The password for the Admin account has expired or was forgotten.

<supportagent>

The BU has instructed us on #4132369 to NOT reset the customers' passwords, they should use the forgot password option.

Please find the original recording in this link. 

Note: The E-mail Notifications dropdown must be set to Enabled on the admin account to receive the password reset emails.

Example PR: "Unfortunately we are unable to reset the admin user password. The account currently shows as Expired/Active. If you know the password, you can try to login with it and it should prompt you to change the password.  If you don't know the password, you can select forgot password and an email should be sent. The email account that is associated with the admin account is info@example.com. While we can modify the admin account email, we are unable to assist with credentials. Note that the E-mail notifications dropdown must be set to Enabled on the admin account to receive the password reset emails."

</supportagent>

Solution

If the password for the Admin account is known, try to log in with that password. The system should prompt you to change the expired password. If the password is unknown, select the 'forgot password' option. An email to reset the password will be sent to the associated email account. If the associated email account needs to be changed, contact the support team for assistance. Please note that the support team cannot directly change the password for security reasons.

Summary

Every user portal has an Admin account with a default password. The support team cannot directly reset the password for security reasons. The password can be reset by the user themselves. The associated email account is crucial for password reset.

FAQ

Q1: What if I don't remember the password for the Admin account?
A: If the password is unknown, select the 'forgot password' option. An email to reset the password will be sent to the associated email account.

Q2: What if I need to change the associated email account?
A: If the associated email account needs to be changed, contact the support team for assistance.

Q3: Can the support team directly reset the password?
A: No, the support team cannot directly change the password for security reasons.