When a user is locked out or hasn't received their welcome email, an admin can trigger a password reset from Enterprise Settings. This sends a new email to the user's registered address containing a temporary password and a login link.
Users who know their current password and just want to change it should do so from their own profile settings — no admin action needed.
Only Admins and Financial Admins can reset another user's password. You cannot reset your own password via this flow — use the Forgot Password link on the login page instead.
The user receives a Welcome to Silverile email (the same format as the original welcome email) containing:
After logging in with the temporary password, the user will be prompted to set a new permanent password before they can continue.
Users who are already logged in and want to change their password don't need admin help. They can do it themselves:
I don't see a "Reset Password" option on the user's profile
Only Admins and Financial Admins can reset passwords. If you don't see the option, ask an admin to perform the reset. You also cannot reset your own password this way — use the Forgot Password link on the login page instead.
The user says they didn't receive the reset email
Ask them to check their spam or junk folder. If still missing, verify the email address on their profile is correct. You can trigger another reset to resend it.
The "Reset Password" button is greyed out
Password reset is only available for active users. If the user's account is deactivated, reactivate it first, then reset the password.
The user is trying to log in with the new credentials but getting an error
The temporary password in the email is case-sensitive. Ask them to copy-paste it rather than typing it manually. The password is also single-use — if they've attempted login before, the temporary password may have already been consumed. Trigger another reset to send fresh credentials.
I need to reset my own password
Admins cannot reset their own password from Enterprise Settings. Go to the Silverile login page and use the Forgot Password link to trigger a self-service reset email.