Is there some way to manually reset a user's password?

You can.. but it's a little tricky. You will need to have two browsers open - one with private mode enabled. The idea is to not have the two browsers able to share the same cookies/session.

Here is how to do it. Follow these steps carefully.

  1. Have yourself logged in as a staff user with one browser and stay on the email log screen. You will go there to grab the OTP as it gets created and sent.
  2. Open another private browser window (aka incognito mode), go to the portal login screen, and use the forgot password link.
  3. Enter the user's email address for which you want to change the password and click send one-time password.
  4. After the OTP is sent, switch to the other browser and refresh the email log. Open the sent email, and get the OTP that was sent.
  5. Go back to the private browser and login with the OTP you retrieved in the above step.
  6. You are now logged in as the user.
  7. Now.. to change their password, click the profile photo (top right) and click User Security.
  8. Click "Change Password" button.
  9. To change the password, you either need to know the current password, OR... you can request an OTP. You will opt for the latter.
  10. You will now request the OTP and retrieve it just like we did in step 4.
  11. Enter the OTP in the first field. Don't click anything yet.
  12. Generate a good secure password and enter that new password (twice), and finally save.
  13. Make note of this new password so you can provide it to the user.
  14. After saving, you should see a confirmation that the password was updated.
  15. You can now test the login by logging out and trying to login with the newly created password.
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