How do I reset another user's password?
Admins can send a staff member a password reset email, set a temporary password, or unlock a locked account from System Menu > Users.
Key Points
Admins reset passwords from System Menu > Users. You need access to User Management (the admin_usermgmt Right).
You can send the user a password reset email, or set a temporary password that they change when they next log in.
The reset email an admin sends contains a link. The self-service Forgot password? email contains a one-time password instead.
Locked and Blocked accounts aren't the same. A locked account needs to be unlocked, and a blocked account needs to be enabled again.
Changing a user's password signs them out everywhere, including the FlowLogic Workforce app.
Never ask a staff member to tell you their password.
If a staff member has forgotten their password, they can usually reset it themselves from the login page using Forgot password?. FlowLogic emails them a one-time password (a code), which they enter on the login page. See How do I reset my FlowLogic password?
If they can't reset it themselves, an admin with access to User Management can help using one of the options below.
Check the account status first
In System Menu > Users, the button next to each user's name shows the status of their account. Locked and Blocked aren't the same:
Locked: the account was locked after too many failed password attempts. Forgot password? won't work while it's locked. A locked account shows an orange Locked button instead of the green Enabled one. To unlock it, click the orange Locked button next to the user's name, then click Locked in the menu.
Blocked: an admin has switched the account off. It shows a red Blocked button, and Reset Password isn't available until the account is enabled again. To turn it back on, see Re-enabling a disabled user in What happens when I delete or archive a user?
Send a password reset email
Go to System Menu > Users and search for the user.
Click the green Enabled button and select Reset Password. This option isn't available while the account is blocked.
Confirm when prompted.
FlowLogic sends a reset email to the email address on their user account. This email contains a link (the self-service Forgot password? reset sends a one-time password instead). The user clicks the link and creates a new password. Make sure their email address is correct on the User Details page first.
If you've just changed their login email address, they need to confirm the new address from the link FlowLogic emails to it. Wait until they've done this before you send a reset, because a password reset cancels a pending email change.
Set a temporary password
Go to System Menu > Users, click the user's status button and select Edit User.
Click Change Password at the top of the page. The Reset User Password window opens.
Enter a temporary password in New Password.
Tick User must change password.
Click Reset Password.
Give the temporary password to the user privately. They'll be asked to choose their own password when they next log in. Passwords must have at least 10 characters, including an uppercase letter, a lowercase letter and a number.
If the problem is 2FA
If the user can log in but their 2FA code isn't working (for example they have a new phone), reset their 2FA instead. See How do I reset a user's 2FA?
If these steps don't work
For security, FlowLogic Support doesn't reset passwords on request, because Support can't always confirm who it's talking to. A staff member's password is reset by your FlowLogic admin team, or by the staff member from the login page.
If your organisation's super admin can't reset their own password from the login page, contact FlowLogic Support at support@flowlogic.com.au.
Never ask a staff member to tell you their password. If you need to see what they see, use a password reset or My Team Switcher instead.