Use the Forgot Password / Reset Password link on the CE login screen and enter the email address we have on file for the user. If the user still can’t get in, an Admin or Site Manager can reset it from the Admin Center → Users by either sending a reset email or setting a temporary password.

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Start here: Self-service password reset

Option 1 — Reset your own password (recommended first)

1. Open the CE login screen.
   
   

2. Click Forgot Password / Reset Password.
   
   

3. Enter the email address on file for your CE user.
   
   

4. Submit the request.
   
   

5. Open the reset email and follow the link to create a new password.
   
   

Tip: If the email doesn’t show up, check Spam/Junk/Quarantine and search your inbox for “reset” before trying again.

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If the user cannot get in: Admin/Site Manager can assist

Use the steps below if the user cannot log in (no access to email, reset email never arrives, or the reset link fails).

Where Admin/Site Managers go

1. Open the Admin Center (left navigation).
   
   

2. Go to Admin → Users.
   
   

3. Search for the user (you can use the quick search and filters like Site and Role).
   
   

4. Click into the user to open their profile.
   
   

Tip: If the user was a former employee or was deactivated, turn on Show Disabled User Accounts to confirm whether the account is disabled.

Option A — Send a reset link to the user’s email (recommended)

1. Go to Admin → Users and open the user’s profile.
   
   

2. Select Reset Password.
   
   

3. Choose Send reset to email.
   
   

4. Have the user open the email and complete the reset.
   
   

Tip: If multiple reset emails were requested, the user should use the most recent email/link.

Option B — Set a new temporary password for the user

1. Go to Admin → Users and open the user’s profile.
   
   

2. Select Reset Password.
   
   

3. Choose the option to create/set a password for the user.
   
   

4. Share the temporary password securely.
   
   

5. Have the user sign in and change their password immediately.
   
   

First-time password setup (new users)

When a new user is created, they receive a welcome/invite email with their username, the web app address, and a Set Password link.

Important: invite emails expire

The invite/set-password link is time-sensitive and can expire if the user doesn’t finish setup quickly.

Send the invite again (Admin/Site Manager)

1. Go to Admin → Users.
   
   

2. Open the new user’s profile.
   
   

3. Click Send Invite to send a fresh setup email.
   
   

Tip: If a new user says they never got the invite, verify the email address on their user profile first, then send the invite again.

Troubleshooting

“I didn’t receive the reset email”

• Confirm the email address on file is correct.
  
  

• Check Spam/Junk/Quarantine.
  
  

When to escalate to support

Escalate if:

• The user’s email is confirmed correct, but reset/invite emails never arrive (including Spam/Junk/Quarantine checks).
  
  

• The reset/invite link consistently errors or loops across multiple attempts/browsers.
  
  

• The account appears misconfigured and can’t be corrected from Admin → Users.