If you've triggered a Mobaro password reset but can't receive the email — because you've lost access to that inbox, changed email providers, or never had a working email on the account — follow the steps below to regain access.
Step 1: Rule out delivery issues first
Before escalating, check these common causes:
Spam or junk folder — reset emails are sometimes filtered. Check both folders before assuming the email didn't send.
Wrong email address — confirm the address you entered exactly matches the one registered on your Mobaro account, including the domain (e.g. .com vs .co.uk). A single character difference sends the reset to the wrong place.
Email domain change — if your organisation recently changed email domains, try the address you originally registered with Mobaro.
Inactive account — if the reset request returns an error, your Mobaro account may be inactive. Contact your organisation's Mobaro Administrator to reactivate it before trying again.
Step 2: Ask a Super User to set your password
If you've confirmed you genuinely can't access the reset inbox, the fastest path is to ask a Super User (or anyone with Users: Modify permission) in your organisation to set your password directly.
A Super User can do this from the Users page in Mobaro:
Open the
Userspage in the Mobaro backend.Find and open your user profile.
Set a new
Passwordand save.Turn on
Force password change on first loginso you can set your own private password the first time you sign in.
Not sure who your Super User is? Ask a colleague or your IT/operations team — Super Users are typically managers, system administrators, or the person who set up Mobaro for your organisation.
Step 3: Contact Mobaro Support
If there is no Super User available in your organisation, contact Mobaro Support. Have the following ready to help us verify your identity and locate your account:
Your full name
The email address registered on your account (even if you can't access it)
Your organisation's name
SSO users
If your organisation uses Single Sign-On (SSO), Mobaro's password reset flow does not apply to you. Password and access management is handled entirely by your identity provider (e.g. Microsoft Azure AD, Okta, Google Workspace). Contact your IT team to regain access.
Frequently asked questions
Q: Can I change the email address on my account myself?
A: Not while you're locked out. A Super User will need to update the email address on your account from the Users page before you can receive reset emails to a new inbox.
Q: The Super User set a new password but I still can't sign in.
A: Double-check you're entering the exact password the Super User set, and that Caps Lock is off. If the issue persists, ask the Super User to set the password again and confirm the account is active.
Q: My account says it's inactive.
A: A Super User can reactivate your account from the Users page. Once reactivated, you can request a new password reset email or have the Super User set a password directly.