A staff member forgot their password

When a staff member can't get in, the fix is self-service: they reset their own password from the login screen. You don't need to do it for them.

The staff member resets it themselves

Have them go to the login screen, on the web or in the iOS or Android app, and tap Forgot password?. They enter their email and follow the reset link that's sent to them. Once they set a new password, they're back in.

This is the same for teachers and admins. Because it goes to their own email, nobody else can trigger it, and you don't have to handle a temporary password.

If they're locked out after too many tries

After 10 wrong passwords in a row, the account locks for 15 minutes. They don't have to wait: setting a new password through Forgot password? unlocks it straight away.

If the reset email never arrives

• Ask them to check their spam or junk folder.
• Check the email on their staff record. Go to Staff & Time → Staff and click the pencil (Edit) on their card. If it's wrong, fix it and have them try again.
• If you change the email of someone who already has an account, we may email a confirmation link to the new address first. Until they click it, they still sign in with the old email, so the reset goes to the old address.
• If it still doesn't arrive at a correct, working inbox, email [email protected] with the staff member's email so we can look into delivery.

Troubleshooting

They get "Account temporarily locked". Too many wrong passwords. Have them use Forgot password? to set a new one, which unlocks the account.

They never set a password in the first place. They may not have accepted their invite yet. On Staff & Time → Staff, click Send invite (or Resend invite) on their card.