---
title: How to Reset User Passwords in Konverse
description: Reset your password in Konverse and troubleshoot login issues.
image: https://blog.konverse.com/hubfs/Login%20troubleshooting-1.png
---

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# How to Reset User Passwords in Konverse

 August 4, 2021

This article provides paths to resolve login issues and how to reset a user password.

**Confirm the user is active in the app**

The first step is to confirm the user is active in the app. This can be done by performing a user search. If the user is not found when searching, re-run the search with the **Search Disabled Users** option enabled.  

If the user is disabled in the system, **reactivate **their account.  

**To Reactivate a User's Account**

1. Click on the **user's profile** from within the search results
2. Click on the **gear** icon at the top of the user’s profile
3. Click **Reactivate Member**
4. Click **Confirm** when prompted

The user should now be able to login.

**Reset a User’s Password**

Konverse supports multiple methods of authentication. For example, some customers choose to have their users authenticate to an external system such as, Active Directory, Google Workspace or Azure AD.  

If your users are authenticating to an external system, you will need to contact the platform that manages that system.

**How to Reset a Local Password**

Passwords can be reset for users that authenticate with a local password using one of the methods below. We recommend having your email security add [alerts@alerts.konverse.com](mailto:alerts@alerts.konverse.com) to your global permitted senders list.

1. The user can click** “Can't access your account?”** on the login screen. An **email **will be sent to the user with a **link** to reset their password.
2. An **admin **can send the user password reset email. To send a password reset email, open the **user’s** profile, click on thegear icon, and select **Send Password Reset Email**.

**When looking for the reset email:**

- Check the junk mail folder
- Check the spam filter or hold queue
- For any users using Gmail, check the **Important** and **Spam**. These folders can be found by expanding the **more** option on the Gmail menu bar.
- If possible, have the user add [**alerts@alerts.konverse.com**](mailto:alerts@alerts.konverse.com) to their **safe senders** list and **resend** the password reset email.

If all of the above have failed and the user is still having problems, please contact [support@konverse.com](mailto:support@konverse.com). When contacting support please provide the users **email address, member ID** if possible, and **any errors** the user is receiving. 

 

[Konverse Tips](https://blog.konverse.com/blog/tag/konverse-tips)

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