Resetting Logins/Passwords
Resetting User Passwords and Troubleshooting Issues
This article explains how to reset a user's password and troubleshoot common problems, such as emails not being received. It covers the simple process of sending a reset link and steps to take if the user doesn't receive it.
Step-by-Step Guide
1. Reset a User's Password
From the login page, click on "forgotten password". Then, enter the user's email address. A reset link will be sent to them automatically, even if they haven't set up a password before.
2. Troubleshoot Unreceived Reset Emails
If the user doesn't receive the reset email, it's often due to it going into their spam folder or their firewall blocking it. You can check if the email was successfully sent using Mailchimp.
If Mailchimp shows the email was sent but the user still hasn't received it, it's likely a firewall issue on their end. They need to whitelist the email address noreply@claruswms.com on their firewall. Once whitelisted, you can re-send the email.
REMEMBER: For additional information on checking email delivery via Mailchimp, refer to the relevant Mailchimp article.3. Password Requirements
When users reset their password, they must ensure the only special character they use is the ""!"" symbol. Other special characters might be forbidden.
WARNING: We do not have a comprehensive list of all forbidden symbols/characters. To ensure the password is accepted, advise users to only use "!" as a special character.FAQs
Why might a user not receive the initial password creation email?
New users automatically receive an email with a link to create their password. If they don't receive it, you may need to send a reset link.
What are the common reasons a password reset email isn't received?
The most common reasons are the email going to the user's spam folder or their firewall blocking it.
How can I check if the reset email was sent successfully?
You can use Mailchimp to determine if the reset link email was properly sent to the user.
What should a user do if their firewall is blocking the email?
The user needs to whitelist the email address noreply@claruswms.com on their firewall.
Are there any restrictions on special characters in new passwords?
Yes, users should only use the "!" symbol as a special character when setting their password, as other special characters may be forbidden.
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