Resetting User Passwords and Unlocking User Accounts

Unlocking a user’s account and starting a password reset use the same steps in OnBoard.

A Password Reset Code is a short-lived sign-in code that lets a user start the password reset flow. It is not a password, and the user must still complete the reset process to set a new password.

How Do I Reset a User’s Password or Unlock their Account?

Steps

1. Go to Directory.
2. Find the user.
3. Select the three-dot menu to the far right of the user’s name.
4. Select Reset Password.

After you select Reset Password, you'll have several options for resetting the user's password.

What Options Do I Have After I Select “Reset Password”?

You can handle the Password Reset Code in these common ways:

• Send the Password Reset Code email from OnBoard
• Copy the Password Reset Code and email it yourself
• Reset the password on the user’s behalf

Emailing Temporary Passwords From OnBoard

How Do I Email a Password Reset Code from OnBoard?

Use this option if you want OnBoard to send the email to the user automatically.

Steps

1. In the Reset Password window, keep the option to send an email with the Password Reset Code to the member selected.
2. Select Reset.

The user receives an email with:

• A link to sign in to OnBoard
• The Password Reset Code

Emailing Temporary Passwords From the Admin

How Do I Email the Password Reset Code from My Own Email?

Use this option if you want the email to come from your email address (for example, to add extra instructions).

Steps

1. In the Reset Password window, clear the option to send an email with the Password Reset Code to the member.
2. Select Reset.

3. In the Password Reset Code pop-up:
   • Select Copy Password Reset Code
   • Select Send Password Email to User (this creates a draft email you can edit and send)

Resetting Passwords For Users

How Do I Reset the Password for the User?

Use this option if the admin needs to set the new password and then tell the user what it is.

Steps

1. In the Reset Password window, clear the option to send an email with the Password Reset Code to the member.
2. Select Reset.

1. In the Password Reset Code pop-up:
   • Select Copy Password Reset Code
   • Select Reset Password for User
2. On the Password Reset page:
   • Paste the Password Reset Code
   • Create and confirm the new password
   • Select Change Password
3. Notify the user of their new password.

Password Requirements

What are the password requirements?

OnBoard passwords must meet these requirements:

• More than 8 characters
• At least one lowercase letter (a–z)
• At least one uppercase letter (A–Z)
• At least one of these special characters: ! @ # $ % ^ & * ?

Typing and Saving the New Password

What should the user do when signing in after a reset?

To avoid sign-in issues, recommend that the user:

• Manually type the new password (do not use autofill)
• Update the saved password when the browser or device prompts them

If the user tries to log in with an incorrect password (including an outdated saved password) 6 times, they will be locked out and will need to repeat the reset/unlock process again.

If the user’s browser or device detects the change, they may see a prompt to Update the saved password. Updating it helps prevent future lockouts.

What if I don’t send the OnBoard email?

If you choose not to send the OnBoard email, you can still share the Password Reset Code.

• Select Copy next to the Password Reset Code field, then send it to the user using your preferred method.

If you select Create password email, OnBoard prepares a Password Reset Code email that you can send later.

FAQs

Please see our Administrator FAQs article for a list of common questions.

Our Training & FAQs section contains training materials and tips for using all of OnBoard.

Troubleshooting and Support section can help with any common issues you may experience. 

• OnBoard Master Permission List.pdf100 KB
• Admin Getting Started Guide10 MB