> ## Knowledge Base Index
> Fetch the complete knowledge base index at: https://help.cxplanner.com/sitemap.xml
> Use this file to discover available pages before exploring further.
> Pure-Markdown content can be obtained by appending a '.md' suffix to the content URLs listed in the sitemap (without the trailing slash).

# How to reset password / Forgotten password

## Overview: reset a forgotten password

You can request a recovery link from the login page with **Forgot password**, and **Company Admins** can trigger a reset email for another user from **Users**, which is used when someone cannot sign in with their current password.

SSO users reset credentials in their company identity provider, not in CxPlanner.

* Your role can be any role for your own password.
* You can find self-reset at the login page - **Forgot password**, or admin reset at Profile icon - **Users**.
* This changes the user's password after they complete the recovery link.

|| All users can reset their own passwords from the login screen.

|| Only **Company Admin** users can reset passwords for other users.

## How to reset your own password

1. Go to the CxPlanner login page, or open [https://app.cxplanner.com/resetpassword](https://app.cxplanner.com/resetpassword).
2. Click **Forgot password?** under the login field.
3. Enter your registered email.
4. Complete **I'm not a robot**.
5. Click **Resend password**.
6. Open the recovery email, click the link, enter a new password, and log in.

![Screenshot: Forgot password link on the login page](https://storage.crisp.chat/users/helpdesk/website/ea2cfd7bb6130800/image_1giqlqp.png)

![Screenshot: Reset password form with email and captcha](https://storage.crisp.chat/users/helpdesk/website/ea2cfd7bb6130800/image_11z8qsn.png)

## How to reset another user's password (Company Admin)

1. Click your **Profile icon**.
2. Click **Users**.
3. Find the user in the list.
4. Click **Edit** or **Reset Password**.
5. Confirm that a reset password email is sent to that user.

![Screenshot: Opening Users from the profile menu](https://storage.crisp.chat/users/helpdesk/website/-/e/a/2/c/ea2cfd7bb6130800/image_1ttxmjd.png)

![Screenshot: Reset password action on a user record](https://storage.crisp.chat/users/helpdesk/website/-/e/a/2/c/ea2cfd7bb6130800/image_zryzes.png)

## Results: after a password reset

* The user can sign in with the new password
* Old password stops working
* Roles and project access stay the same

## Troubleshooting: password reset

| Problem | Cause | Solution |
|---|---|---|
| No recovery email received | Email is in spam, mistyped, or delayed | Check spam, confirm the email spelling, then request a new reset |
| Reset link expired | Link was not used in time | Start the reset process again from the login page |
| Cannot reset another user's password | Your company role is not Company Admin | Ask a **Company Admin** to open **Users** and send the reset email |
| User never receives any email | Email is not registered in CxPlanner | Verify the correct user email in **Users**, then send the reset again |