How to do it
Go to the Backoffice
Open the Users section
Search for the user
Click the user to open the details panel
Click Reset password (top right)
Requirements
You can reset a user’s password only if:
- You have access to the Users section
- Your role is higher than the target user
Limitations
- You cannot reset your own password
- Some users may be managed via SSO (password reset not applicable)
- Access depends on role and permissions
If it doesn’t work
Reset option not visible
- Likely a permissions restriction
- Check your role and scope
User cannot log in after reset
- Confirm login method (SSO vs password)
- Ask the user to retry or reset again
Password reset not applicable
- User may be using SSO
- Password must be managed externally
Notes
Always confirm:
- login method (SSO or password)
- user role
Do not attempt password reset for SSO users
If multiple users are affected → escalate