Resetting User Passwords / Unlocking User Accounts
Unlocking a user's account and resetting a user's password luckily have the same steps!
To reset a password/unlock an account, go to the Directory, click on the 3-dotted menu button to the far right side of the user's name, and select Reset Password.
From there, you'll have several options for resetting the user's password.
Emailing Temporary Passwords From OnBoard
After selecting Reset Password you'll be prompted to send the user an email with a temporary password to log in. Keep the Send email with temporary password to member checkbox checked and select Reset to immediately send a temporary password to the member from OnBoard.
The user will receive an email similar to the one below with a link to log in to OnBoard and the Temporary Password to use for them to log in.
Emailing Temporary Passwords From the Admin
If you'd prefer to send the temporary password to the member from your email address, uncheck the Send email with temporary password to member checkbox and select Reset.
On the Temporary Password pop-up, select Copy Temporary Password, and then select Send Password Email to User. This will create a draft email that you can edit and send the user from your email address.
Resetting Passwords For Users
If you'd prefer to reset the password on behalf of the user, uncheck the Send email with temporary password to member checkbox and select Reset.
On the Temporary Password pop-up, select Copy Temporary Password, and then select Reset Password for User. This will open the Password Reset page. Paste the temporary password, create and confirm the new password, and select Change Password. Once changed, notify the user of their new password.
Important Note on users in multiple Organizations:An Administrator can reset a user's password from the Directory only if the user is a member of their OnBoard organization exclusively. If the user is a member of multiple organization, an error message will appear indicating that the password is unable to be reset. |
Password Requirements
OnBoard Passwords must meet certain requirements. The requirements for a new password are:
Password must be more than 8 characters long.
Password must contain at least one lower-case character.
Password must contain at least one upper-case character.
Password must contain at least one of these special characters: ! @ # $ % ^ & * ?
Note: OnBoard Passwords do not expire.
Important Note on the user logging back in and saving the new password:It is highly recommended for the user to manually type the new password to be sure an old saved password is not used. If the user tries to log in with an incorrect password (including an outdated password) 6 times they will be locked out and need to repeat the password reset/unlock process again. If the user's device or browser recognizes that the password has been changed, they may see a prompt to Update the saved password. It is recommended to do this to avoid needing to unlock the user and reset the password again.
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If you choose not to send the email, you'll be able to copy the temporary password to send to the user in your preferred fashion by clicking the Copy button next to the Temp password field.
If you click Create password email it will initiate a Temporary Password email, in case you need to delay sending that email to the user.
Important Note on the user logging back in and saving the new password:It is highly recommended for the user to manually type the new password while logging in to be sure an old saved password is not used. If the user tries to log in with an incorrect password (including an outdated password) 6 times they will be locked out and need to repeat the password reset/unlock process again. If the user's device or browser recognizes that the password has been changed, they may see a prompt to Update the saved password. It is recommended to do this to avoid needing to unlock the user and reset the password again. |
FAQs
Why does the reset fail even though I’m an admin?
- If the user is in multiple OnBoard organizations, you can’t reset their password from your Directory. You’ll see an error. Admin resets from the Directory only work for users who belong exclusively to your organization.
Why can’t the user log in even after I reset their password?
- Saved passwords often overwrite the new one. Ask the user to type the new password manually (don’t use autofill) and, when prompted, update the saved password in the browser/device. If they try the wrong password 6 times, the account locks again and you’ll need to repeat the reset/unlock.
What counts as a valid special character in the new password?
- Only these characters meet the requirement:
! @ # $ % ^ & * ?
Using other symbols won’t satisfy the rule. The password also needs more than 8 characters, with at least one lowercase and one uppercase letter.
What’s easy to miss when I uncheck “Send email with temporary password to member”?
- No email goes out automatically. You must copy the temporary password and send it yourself (e.g., via the “Send Password Email to User” draft) or complete a full reset on the user’s behalf and then notify them of the new password. Forgetting this step leaves the user without credentials.
Do OnBoard passwords expire?
- No. OnBoard passwords do not expire. Users should still update their saved password after a reset to avoid future lockouts.
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.
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