Password reset

Who this is for

• Customers or users who can’t sign in or want to change their password.
• If your organization uses Single Sign-On (SSO) like Okta/Azure AD/Google, see “If you use SSO” below.

Before you start

• You’ll need access to the email address or phone number on your account.
• If your account is managed by your company’s IT team, they may control password rules and resets.

Option A: I forgot my password (can’t sign in)

1. Go to the sign-in page: [link to your sign-in page].
2. Select “Forgot password?”
3. Enter your account email (or username, if your product uses usernames).
4. Check your inbox for an email from [[e-mail]] with the subject “Reset your [Product] password.”
5. Open the email and select the reset link. For security, the link expires after [X minutes/hours].
6. Create a new password that meets our policy (see “Password requirements”).
7. Select Save/Submit, then sign in with your new password.

Option B: I know my password and want to change it (already signed in)

1. Go to Profile or Account settings.
2. Choose Security or Password.
3. Enter your current password, then your new password (see “Password requirements”).
4. Save your changes. You may be asked to sign in again.

If you use SSO (Okta, Azure AD, Google, Microsoft, etc.)

• If you normally click a “Sign in with [Provider]” button, your password is managed by that provider.
• To reset it, use your provider’s reset link (for example, your company’s Okta portal) or contact your IT/help desk.
• If you’re unsure whether you use SSO, check if you see a button like “Sign in with [Provider]” on the login page.

If Multi‑Factor Authentication (MFA) is turned on

• After resetting your password, you’ll still need your MFA method (app, SMS, security key).
• Lost your MFA device? Use your backup codes or follow your account recovery flow. If you don’t have either, contact Support/IT to regain access.

Password requirements

• Minimum length: [e.g., 12 characters]
• Must include: [e.g., 1 uppercase, 1 lowercase, 1 number, 1 symbol]
• Cannot reuse your last [N] passwords
• Avoid common phrases or easily guessed info (names, birthdays, “Password123”)

Troubleshooting

• I didn’t get the reset email
  • Check Spam/Junk and “Other”/“Updates” tabs.
  • Search for “Reset your [Product] password” or sender [[e-mail]].
  • Wait 10 minutes, then request a new link. Email delivery can be delayed.
  • Make sure you typed the correct email on file.
  • If your company filters emails, ask IT to allow messages from [sending domain/IP].
• The reset link expired
  • Go back to the sign-in page and request a new reset email. Use the newest email you receive—older links won’t work.
• I’m locked out after too many attempts
  • Wait [X minutes] and try again, or contact Support/IT to unlock your account.
• I no longer have access to my email or phone
  • Contact Support/IT to verify your identity. Be ready to provide: full name, username, last 4 digits of phone (if on file), and any recent account details they request.

Keep your account secure

• Use a unique password you don’t use anywhere else.
• Consider a reputable password manager.
• Never share your password or MFA codes. We will never ask for them.

Contact us

• Self-service didn’t work? Reach out:
  • Web: [Support portal/contact form link]
  • Email: [[e-mail]]
  • Phone: [phone number and hours, with time zone]
  • IT/help desk (for employees): [internal contact or portal]

For administrators (optional, internal use)

• You can help a user who can’t access their email or is locked out.
  • Verify their identity per your security policy.
  • In the admin console, open Users > [select user] > Reset password/Send reset link.
  • Document the request in [ticketing system] and note the verification steps performed.