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Manually retrieve user passwords – controllers

This guide describes how a controller can manually retrieve a user’s password and username where a user has forgotten these details. The password will be sent to the controller’s email address who should then pass it to the user.

Quick summary

  • go to setup & admin > manually retrieve password
  • click on Send new password to me (Controller’s name) by email
  • check your emails, details have been sent there
  • pass the details to the user

Detailed instructions

Go to setup & admin and click on manually retrieve password in the security section.

manually retrieve password
    1. Check that your email address listed at the top of the list of usernames is correct. The user’s details will be sent to this email address.
    2. When satisfied, click on Send new password to me (Controller’s name) by email link.
manually retrieve password

Depending on your email system, the email may take a few minutes to be picked up in your mail box. You could give it about 15minutes for the email to get to you. If you still have not got the email, it’s important to double check your email address to make sure it is correct. Alternatively, you could try a different email address.

When you have received the email, it will contain an encrypted link which will enable the user to update their password; forward it to the user for them to use the link. Please let them know that the link is temporary and must be changed.

manually retrieve password
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