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Resetting another User's password

Distributor steps for resetting another user's Encompass password: have them use Reset Password, send an Invite User link by email or text, or set a one-time password if they have neither. Requires v22.08+.

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Written by Bailey Naas-Thornton

Minimum Version Required: 22.08

Steps

For Users with an email or mobile number (Recommended):


A) Have the user do their own reset:

  1. Ask the user to navigate to the login page
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  2. Click 'Reset Password'
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  3. Enter their email or phone number (must match their user record)
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  4. Click the button to send the reset link

B) Send them an invite to reset their password
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    1. Using Universal Search, enter the User's name and select 'Search Users for [User's Name]'
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    2. Click on the 3-dot option next to the User record
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    3. Select 'Invite User'
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    4. Select the method to send the invite over (email or text)
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    5. Select the checkbox for the user to send to
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    6. Click 'Invite User' button at the top of the page
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For Users without an email or mobile number (Not Recommended):

  1. Using Universal Search, enter the User's name and select 'Search Users for [User's Name]'
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  2. Click on the 3-dot option next to the User record
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  3. Click 'Reset Password'
    ​NOTE: if this option is disabled, it likely means the user has an email or mobile number, which prevents this option from being used
    If the user has an email or mobile number, they must reset their own password, or use the 'Invite User' steps above
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  4. Enter the new password for the user
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  5. Re-enter the password to confirm
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  6. Click 'Set Password' to set their password to the new value
    ​NOTE: The new password is a one-time-use password, the user will be asked to reset their password when they sign in the first time
    If users fail to enter a valid password after 6 attempts, they will be prompted with the message: You have exceeded the amounts of sign-in attempts. In this situation, the user must then reset their password to be allowed to log in again

Best Practices

  • Give all users that need to sign into the system an email address (preferred) or a mobile number

  • Encourage users to reset their own passwords to limit administrative burdens

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