When a user cannot log in — because they forgot their password, lost access to their 2FA device, or had their account locked — an administrator can resolve it from Administration → Manage Credentials.
Resetting a password
Open the user's edit view in Manage Credentials. In the Password section you have two options:
- Send a reset link — sends the user an email with a link to create a new password themselves. The account remains in its current status.
- Generate a new password — generates a random password immediately and activates the account. The password is shown once on screen — copy it before navigating away. This option requires the
manual_passwordpermission.
Resetting 2FA
If a user has lost access to their second factor (lost phone, no longer receiving emails at their registered address), you can disable 2FA on their behalf:
- Open the user's edit view in Manage Credentials.
- Scroll to the Two-Factor Authentication section. If 2FA is active, a reset button will be available.
- Confirm the reset. 2FA is immediately disabled on the account and the user can log in with their password alone until they re-enable it.
Security note: Resetting 2FA removes a layer of protection from the account. Verify the user's identity before proceeding — for example by asking them to confirm their personal code or by checking their recognition status in Data Management.
Reset 2FA for founder accounts
In case the main administration (founder) has lost access to their 2FA, they can contact OpenStudio support to have it reset.
