The Goal: Set a temporary Info Hub password for a member from the back office when they request help resetting it.
Before You Begin:
- You need staff access to open the member’s individual contact profile.
- Have a temporary password ready to enter and a way to communicate it to the member.
- Resetting the password manually sends no automated notification — you must share the new password with the member yourself.
Step-by-Step Instructions
In the individual contact profile, click the ellipsis icon
in the upper right and select User Login.
The Edit User Access window opens.
- Enter a temporary password in the Manually Set Password text box.
- Click Done.
There is no automation when you manually reset the password from the back office — you must communicate the new password to the member. Once the member logs in to the Info Hub with the manually set password, it is recommended that they change it as soon as possible. It is not secure for staff to know a member’s password, nor for multiple members to share the same manually set password.
NOTE: Forgot your Username or Password? link is displayed on the Info Hub log-in page, allowing the member to use their user name or email address to reset their own password.
Common Pitfalls
- Forgetting to share the new password: Manually resetting a password sends no automated email, so the member will not know it changed. Always communicate the temporary password directly and prompt them to reset it themselves right away.