Use case: A client forgot their password, can't log in, or never received (or lost) their invitation email. You can send them a new password reset email, or generate a temporary password and share it yourself.
How to reset a client's password
Go to Users > Clients and click the client's name. This opens the Members tab of their organization with the client's details on the right.
In the client's details panel, click the three dots next to their name.
Choose how to reset the password:
Send password reset email: your client gets an email with a link to choose a new password.
Generate new password: creates a temporary password for you to share. Only admins and portal admins see this option.
If you chose Generate new password, click Generate password to confirm. The client's current password stops working right away.
Click Copy to copy the new password, then click Done. The password is shown only once, so copy it before you close the window. Share it with your client through a secure channel: the email we send them says their password was changed but doesn't include it.
My client didn't get their invitation
When you add a client, they get an invitation email with an Activate account button. There's no button to resend the invitation. Instead:
Use Send password reset email (steps above). The link lets your client set a password and log in, just like the invitation.
Or use Generate new password and send them the password together with your portal's login link.
A client who has never logged in has an empty Last login column in the clients list.
Frequently asked questions
How long does the reset or invitation link work?
The link expires after 3 days. If it has expired, send a new password reset email.
The client still can't find the email. What should I check?
Ask them to check their spam folder and confirm the email address shown in their details panel is correct. If it's wrong, fix it with Edit and send the reset email again.
Can clients reset their own password?
Yes. On the login page, they can click Forgot your password? and enter their email address.
Can I generate a password for a portal admin or for myself?
No. Generate new password isn't available for portal admins or for your own account.