Overview
If you cannot access your password reset email, first check the address and the email delivery. An authorized administrator can update your email address or set a new password. This guide explains those options and when to contact Mobaro Support.
For the normal reset steps and the password rules, see Change or reset your Mobaro password.
At a glance |
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Who can do this | You, to check and retry. To set your password: a Super User or a Role with Users › Modify. To update your email, also an Administrator of your User Group. Super Users: Mobaro Support. |
Where | Sign-in screen › Forgot password?; Administrate › Users |
Works on | Backend (web) and Mobile app |
Availability | All organizations |
Check the reset email first
Look in spam or junk. The email contains a Reset Code that you enter after selecting Send Reset Code.
Use the exact email on your User. Small differences, such as .com instead of .co.uk, or an old address after your organization changed email domains, send the code nowhere. The code goes only to the Email on your User, not to any additional addresses set up for notifications.
Watch for an error when you request the code. Mobaro shows An unknown error occured… if no Mobaro User has that email, or if your User is disabled in every organization it belongs to. A reset doesn't help a disabled User. See How do I troubleshoot login issues or disabled accounts in Mobaro?.
Single sign-on users don't reset their password in Mobaro. See the single sign-on section below.
Ask someone to set a new password
If you can't receive email at the address on your User, ask a Super User or someone with a Role with Users › Modify to update your User. An Administrator of one of your User Groups can update your email, but can't set your password unless their Role has Users › Modify or Users › Create. If you're not sure who that is, ask your manager or whoever runs Mobaro at your site.
1. Open the User
In the Backend, go to Administrate › Users and open the User who is locked out.
2. Update the email if it's out of date
If the User can no longer receive mail at their Email, enter an address they can use. It can't already belong to another Mobaro User, or Mobaro shows Email is in use.
3. Set a new password
Tick Change Password and confirm with Yes. Enter the new Password, tick Force user to change password at next login and save. Share the password with the User privately. When they sign in, Mobaro asks them to choose their own.
⚠️ Heads-up: No one in your organization can set a Super User's password or change their email, not even another Super User. To change a User who also belongs to another Mobaro organization, you need Users › Modify in all of them. In either case, contact Mobaro Support.
Contact Mobaro Support
If no one in your organization can update your User, or you're a Super User, email Mobaro Support. Include your full name, the email address on your User (even if you can't access it), the email address you can use now, and your organization's name.
Single sign-on users
If you sign in with your company account (SSO), your password is managed by your company, not Mobaro, and Forgot password? doesn't apply to you. Contact your IT team. See Controlling SSO access with user groups.
Best practices
Keep every User's email address up to date, especially when your organization changes email domains.
Make sure every Super User can receive mail at their email address, because only Mobaro can reset it for them.
When you set a password for someone, always tick Force user to change password at next login.
Make team leads Administrators of their team's User Group, so someone close to each team can update email addresses and enable disabled Users.
Frequently asked questions
Can Mobaro Support reset my password?
Yes, when no one in your organization can, for example if you're a Super User. Email [email protected]. Mobaro can set a temporary password and update the email on your User. Otherwise, a Super User or your manager is usually the fastest route.
I'm a super user and can't access my email. What do I do?
Contact Mobaro Support. No one in your organization can set a Super User's password or change their email, but Mobaro can, including updating your email to an address you can use.
Can I change the email address on my account myself?
Yes, while you can still sign in: open your profile menu, select Edit Profile, change Email and save. You can't if your profile has Only allow administrator to make changes ticked. If you're locked out, someone who can edit your User must change it.
Someone set a new password for me, but I still can't sign in. What now?
Sign in with your exact email and the new password, checking Caps Lock. If it still fails, see How do I troubleshoot login issues or disabled accounts in Mobaro?, which covers wrong emails, disabled accounts and outdated apps.
My account is disabled. Will a password reset help?
No. A disabled User can't sign in with any password. Ask a Super User, someone with Users › Delete, the person who created your User, or an Administrator of one of your User Groups to select you in Administrate › Users and click Enable.