---
title: "Resetting a password for a user at your own company"
slug: "99-resetting-a-password-for-a-user-at-your-own-company"
updated: 2026-11-14T03:25:24Z
published: 2026-11-14T03:25:24Z
canonical: "docs.thebigpos.com/99-resetting-a-password-for-a-user-at-your-own-company"
---

> ## Documentation Index
> Fetch the complete documentation index at: https://docs.thebigpos.com/llms.txt
> Use this file to discover all available pages before exploring further.

# Resetting a password for a user at your own company

A loan officer or processor at your company cannot sign in, and **Forgot password** is not getting them anywhere. If you are an admin on your own POS site, you can fix this yourself — most people do not know the option is there.

## The path

Sign in as an admin, go to **Users**, search for the person, open the **three dots** on their row and choose **Change Password**.

That is the whole procedure. It takes effect immediately and the user can sign in straight away.

## When Forgot password will not work

The common case is a new team whose accounts were created before their mailboxes existed. Each account sends a message on creation, and the user sets their own password from it — but if that message went to an address the person could not yet reach, the link is gone and **Forgot password** only sends another one to the same place. Resetting it directly from **Users** steps around the problem entirely.

The same applies after a rebrand or a change of email domain, where the address on the account no longer receives mail.

## What support can and cannot do

Support can reset a password for you and can clear the must-change-password state if someone is stuck behind it.

**Nobody can retrieve an existing password**, at your company or at BIG POS. A password can only be replaced, never read back. If anyone asks you to send them an existing one, the answer is that it does not work that way.

Changing a **username** — as opposed to a password — is not offered in the admin portal and does come to support. Send the list of users and the new usernames you want.

## Related

For borrowers rather than staff, see [Borrower has no POS account yet](https://docs.thebigpos.com/docs/en/33-borrower-has-no-pos-account-yet). For the general boundary of what support can reach, see [What BIG POS support can and cannot access](https://docs.thebigpos.com/docs/en/96-what-big-pos-support-can-and-cannot-access).