When Users Forget Their Passwords

Question:

When someone tells me he can’t remember his Spitfire password, where do I, as the System Administrator, go to look it up?

Answer:

No one, not even System Administrators, can look up a password. For security reasons, it is not stored anywhere. When someone forgets a password, you have the option to direct the user to the Password Recover Wizard or to do a System Admin password reset, as described below.

Notes:

  • If your site is using Active Directory, either you or the user needs to change the password in Active Directory.
  • If your user is using the Sign In with Google option and is having an issue, the user should verify that other Google services (Drive, Keep, Gmail, etc.) are accessible from that browser and/or go to myaccount.google.com.

Option 1: Point out the Password Recover Wizard link

  1. Tell your user to click the Password Forgotten link on the log-in page. The Password Recovery Wizard will ask a few questions then send an email with instructions on how to set up a new password. (For more information, see the Overview Guide.)

Option 2: Give that user a new password

  1. Go to the Contacts Dashboard and open the user’s Contact Details window.
  2. Enter a new password in the Password and Confirm Password fields. As a System Administrator, you can leave the Old Password field blank.
  3. Save.
  4. Tell your user the new password and remind him or her that, once in the system, anybody can change a personal password (as described in KBA-01190).