Reset Passwords

Before you start this process, make sure you're using a Supported Web Browsers. 

Considerations:

• The process for resetting user and admin passwords varies. Refer to the following sections for instructions for the each process. 
• For user accounts that use MFA, be aware that when an account password is reset, only the account password is reset. 
• Users and Admins are prompted for an email address when they reset their password. The password reset email is sent to valid admins or users. After the password is reset, the change affects any service endpoints the user is connected to.
• If a user account is locked due to repeated failed login attempts, their account can be unlocked without the user having to reset their password. See Password and Security Settings in the Admin Portal to learn more.

Resetting an Admin Password Yourself

To reset an Admin password:

1. Log in to the JumpCloud Admin Portal.
2. Click the Reset Administrator Password link.
3. Enter the email address for your admin account in the Email field. Then click Send Reset Request.
4. Click Reset Password in the email.
5. Enter a new password, and then Confirm.
6. Check the box to agree to the Terms of Use.
7. Click Reset Password.
   • If MFA is enabled for your JumpCloud account, you need to authenticate your account with TOTP.
     • TOTP: Enter a six digit code from an authenticator app such as JumpCloud Protect or Google Authenticator. See JumpCloud Protect for Admins to learn more.
8. An email will be sent stating that the password reset was successful.

Resetting an Admin Password via Another Admin

To reset an Admin password via another Admin:

1. Log in to the JumpCloud Admin Portal.
2. Click on your initials in the upper right-hand corner of the screen.
3. Click Administrators.
4. Select the admin who needs a password reset.
5. Click send email > yes, send. An email will be sent to the admin within 10 minutes, and it has to be verified within 24 hours.
6. Click Reset Password in the email.
7. Enter a new password, and then Confirm.
8. Read the Terms of Use, and check the box to agree.
9. Click Reset Password.
10. If MFA is enabled for your JumpCloud account, you need to authenticate your account with TOTP:
    • TOTP: Enter a six digit code from an authenticator app like JumpCloud Protect or Google Authenticator. See JumpCloud Protect for Admins to learn more.
11. An email will also be sent stating that the password reset was successful.

Adding a Recovery Email as a User

Please add a personal email address that is different from your org email so that if you ever get locked out of your account, a recovery email will be sent to your personal email address, as well as your org email address. This will help you if for some reason you can't access your org email account.

To add a recovery email as a user:

1. Log in to the JumpCloud User Portal.
2. Go to Profile > Recovery Email.
3. Under Recovery Email, enter a personal email address that is different from your org email address.
4. Click Save. An email is sent to the email address that you just provided for verification.
5. Within the specified time, click Verify Now! in the email that was sent to your personal recovery email address. If you don’t verify within the specified time, you’ll need to enter the email address again in the User Portal.
6. The user will be directed to the User Portal login page. Upon successful login, a confirmation email is sent stating that the user’s recovery email address has been verified.

To add a recovery email as an admin:

1. Log in to the JumpCloud Admin Portal.
2. Go to Settings > Organization Profile > User Portal Settings.
3. Go to Settings > Security > Password Recovery Email.
4. Click the Enable Password Recovery Email for Users checkbox.
5. Click save changes.
6. The Password Recovery Email address will display under User Security Settings and Permissions.
   • Users can’t use the feature until the Admin Portal settings are turned on.

Resetting Your User Password

To reset your password when you don't know your old password:

1. Log in to the JumpCloud User Portal.
   • If you’re on the Admin Portal login page, click the User Portal Login link.
2. Click the Reset User Password link.
3. Enter the email address for your user account in the Email field, then click Send Reset Request.
4. Click the secure Reset Password link that has been sent to the email address you entered.
5. Enter your new password in both password fields and click Reset Password.
6. Select either I use Mac, I use Windows, or I use Linux.
7. Click I don’t see how, continue to portal at the bottom of the screen.
8. Enter a new password, and then again to confirm it.
9. If MFA is enabled for your JumpCloud account, you need to authenticate your account. Depending on the types of MFA enabled by your organization, you’ll see one of two options:
   • Push: Use the JumpCloud Protect app to verify your identity with a push notification.
     • A cancel button displays on the login screen while you’re verifying your identity using Push MFA. Clicking this button has no effect on the push notification. 
   • TOTP: Enter a six digit code from an authenticator app such as JumpCloud Protect or Google Authenticator. Then click Reset Password.

Admin Resetting a User Password for a User

Sometimes users may get locked out of their account and need an admin to reset it for them. If your organization has enabled password recovery with a recovery email , and the user has a verified recovery email, the user will receive a password reset link sent to the recovery email. The user would click the password reset link from the recovery email, enter a new password, and verify their identity using MFA.

To reset a user password for a user:

1. Log in to the JumpCloud Admin Portal.
2. Go to USER MANAGEMENT > Users.
3. Select the user whose password needs to be reset.
4. From this section, you can enter a password recovery email for the user and enter a temporary password for the user.
5. You can also select when you want the password to expire or if the password never expires.
6. After making the updates, click save user.