Reset a user's app or phone password

When someone is locked out of their apps, or a desk phone needs new credentials, you can set a new password for them from the admin portal. Each user has more than one password, so start by picking the right one.

Some labels in your portal or apps may look slightly different from this guide.

Which password to change

Your own admin portal login is separate. To change it, see sign in to the admin portal.

Set a new password

1. 1
   Step 1:

   Open the user

   Go to Extensions. Search by name, email or extension, then select the edit icon next to the user.

2. 2
   Step 2:

   Find the Authentication section

   Scroll to the Secret and User Password fields.

3. 3
   Step 3:

   Enter or generate the password

   Type a new password into the field you're changing, or select the key icon beside it to have the portal create one. A new password needs a strong mix of letters, numbers and symbols.

4. 4
   Step 4:

   Save and tell the user

   Select Save, then share the new password with the user in a way your company trusts. To email them their setup details instead, select Save & E-mail.

What to expect

• After a User Password change, the user signs in to the apps and the user portal with the new password. The apps may ask them to pick their own password at the next sign in, which needs a strong mix of letters, numbers and symbols.
• After a Secret change, the desk phone has to use the new value before it can connect again. If the phone stops working after the change, contact support and we'll help get it back online.
• The username can't change. It's built from your account code and the extension number.

Let users reset it themselves

People who forget their app password don't always need you. Communicator has a reset link on its sign in screen that sends an email to the address on the user's account. See sign in to Communicator. Make sure the email on the user's settings is current, or the reset message won't reach them.