Change a password

How-to guide Who can do this: Platform Operator, Tenant Owner, Tenant Admin, Tenant Supervisor, Tenant Accountant, Merchant Owner, Merchant Admin, Merchant Supervisor, Merchant Accountant

Every portal user can change their own password from the user menu. Administrators can also set a new password for any user of their organisation on that user's edit form. Either way, the person making the change stays signed in.

Before you start#

Your own password: any signed-in portal user can do this, whatever their role. You need your current password.
Another user's password: you need a role that may edit users: Platform Operator, Tenant Owner, Tenant Admin, Merchant Owner or Merchant Admin. You can only open users of your own organisation; a platform team account can open any user. Roles are explained in Roles and permission groups.
Forgot your password? You cannot use either path without signing in. Use Reset a forgotten password instead.
The Driver App has no screen for changing a password. A driver's password is set by an administrator from the portal (path 2 below), because a driver's login belongs to the tenant's users.

Steps#

Change your own password#

Click your profile picture (or your initial) at the top of the portal and choose Change Password.
In Current password, type the password you use now.
In New password, type the new one. The password rules are listed under the field (see Rules and limits).
In Confirm password, type the new password again.
Click Save. The page shows "The password has been changed successfully!"

If the change is refused, all three fields are emptied; type them again.

Set a new password for another user#

Open Users in the sidebar and click the user.
Click Edit.
In the Authentication card, type the new password in Password and again in Confirm password.
Click Save. You return to the user's page with "User updated successfully."
Give the user the new password through a channel you trust. The portal does not send it to them.

You can use the same form for your own account. Leave both password fields blank to save other changes and keep the current password. If a save is refused, both password fields are emptied; type them again.

What happens next#

The person who made the change stays signed in. This holds when you change your own password on either screen, and when you set another user's password.
Other portal sessions of the changed account end. A session is tied to the password, so any other browser where that user is signed in is sent back to the sign-in page on its next click. If you set another user's password, that user has to sign in again with the new one.
Driver App: a new password is needed the next time the driver signs in to the app; with biometric sign-in, the app shows "Your password changed — please log in again" and switches biometric sign-in off until the driver turns it on again. A driver already signed in to the app stays signed in. To stop a driver using the app straight away, deactivate or delete the account instead; see Delete a user.
Audit log: each change is recorded with who made it and when. A change on the Change Password page is noted as made by the user themselves. See Audit log.

Rules and limits#

The same password rules apply on both screens and on self sign-up. On the user edit form only one problem is shown at a time; fix it and save again. A new password:

has at least 8 characters;
is not a commonly used password;
is not made of numbers only;
is not too similar to the user's username, name or email address.

On the Change Password page, the new password must also differ from the current one.

If something goes wrong#

Message	Cause	Fix
"The current password is not correct"	Current password does not match your password.	Type it again. If you have forgotten it, sign out and reset it (Reset a forgotten password).
"Please enter a new password"	New password contains only spaces.	Type a new password.
"The new passwords do not match"	New password and Confirm password differ on the Change Password page.	Type the same password in both.
"Passwords do not match."	Password and Confirm password differ on the user edit form, or only one of them was filled in.	Fill in both with the same password, or leave both blank.
"The new password must be different from the current one"	The new password is the one you already use.	Choose a different password.
"This password is too short. It must contain at least 8 characters."	Fewer than 8 characters.	Use a longer password.
"This password is too common."	The password is on the list of common passwords.	Choose a less predictable password.
"This password is entirely numeric."	Only digits.	Add letters or symbols.
"The password is too similar to the username." (or first name, last name or email address)	The password is close to the user's own details.	Choose a password unrelated to the user's details.
The sign-in page opens with "Please sign in to continue."	Your session ended before you saved, for example after a long pause or a password change in another browser.	Sign in. You return to the page you were on; type the passwords again.
The access-denied page instead of the edit form	You opened the edit page without a role that can edit users.	Ask a Tenant or Merchant Owner or Admin, or change only your own password from the user menu.