Reset My or Another User's Password

In this article, users will learn how to reset a user's password within ClearCompany and how admins can facilitate password resets for users.

Please be aware that user accounts can be configured for either a direct login or a Single Sign-On (SSO) through another website, altering the password reset options available to you.

In this article:
User Requesting A Password Reset Email
Sending a User a Password Reset Link
Manually Changing a User's Password
Single Sign-On Password Support

User Requesting a Password Reset Email

A user can request a password reset email from their company page, the login link will look like [companyshortname.clearcompany.com.]

User Request - Password Reset

When a user navigates to the login page:

1. Users can click "Forgot Password?".
   
2. Users will be prompted to enter their email address. When done, click Send Reset Email.
3. Users will receive the email, where they will be able to click the link to reset their password.
4. When resetting their password, users will be able to confirm the requirements.

Permissions

To send a password reset link or manually change the password, a user must have the User Admin Permission.

Sending a User a Password Reset Link

Admins can send the password reset link to users.

Send Password Reset Link

To send the "Send password reset email" link:

1. Click Tools, then Setup.
2. Click Users and search for the name of the user.
3. When a user is selected, click "Send password reset email."
4. The system will ask users to verify their email address. Once confirmed, the password reset can be sent.

Manually Changing a User's Password

Users are able to manually change the user's password and remove the need for them to follow a link to reset it. This could be useful if the user is unable to access, or having trouble with, their email inbox.

Note:

ClearCompany recommends to first use the “Send password reset email” feature to maintain user account confidentiality and/or confirming with users before manually changing a password, as it could lead to potential sign-in issues.

Manually Changing Passwords

To change a password for a user:

1. Click Tools, then Setup.
2. Click Users. Search for the name of the user.
3. When a user is selected, click "Change Password."
4. Users will be prompted to enter the new password twice, and will see the formatting guidelines listed.
5. Once finished, have the user attempt to sign in with their username and the new password.

Troubleshooting

If users are not receiving a password reset email despite clicking on the 'forgot password' link, we recommend the troubleshooting steps below:

• Confirm that the email address associated with the user is correct.
• Users should check spam or junk folders in their mailboxes, as system-generated emails can sometimes be filtered incorrectly.
• If the user still hasn't received the email, it might be necessary to contact IT to ensure these emails aren't being quarantined.
• Confirm the user does not have multiple accounts, which will cause an email to be sent to the wrong email.

Single Sign-On Password Support

If users access ClearCompany through a Single Sign-On (SSO) connection, through an affiliate website’s tools, the connection to ClearCompany will not require a username or password. Clicking on “Sign in with SSO” will bring users to the affiliate website that was configured to support the organization's SSO.

  Users set up for SSO access will not have the Change Password or Send password reset email tools listed for administrators to use. If a user is having trouble accessing the platform, it will need to be addressed through the affiliate website, not ClearCompany.