Clients sometimes contact XTM Support and ask for a password reset link to be sent to them, for one of their XTM Cloud users. This is due to the fact that they cannot change the user’s password on their own, for one reason or another. This article presents XTM Support’s policy with regard to such practices.

XTM Support is not authorized to change any user passwords on XTM Cloud instances.

However, there are two ways that clients can change the password if they cannot access the user’s account themselves:

Change the user’s email address

1. If it is not possible to access an affected user’s email address, log in to the XTM Cloud platform with another user, preferably with administrator access rights, and change the email address manually, to one you do have access to, in the user’s settings [Users → User list (select a relevant user) → General → General info → Email].

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2. Once you have done this, you should be able to restore the password with the Forgotten your password? option while logging in to the XTM Cloud platform:

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Change the user’s password

1. Log in to the XTM Cloud platform with another user, preferably with administrator access rights, and change the password directly in the user’s settings [Users → User list (select a relevant user) → General → General info → Password].

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2. Once you have done this, make sure that you confirm your newly set password by typing it in the Confirm password field again (see the screenshot above).