To reset a user’s password within your organization, you need to be assigned with user administration permissions. This permission will be provided to Key Contacts. If you are unable to reset another user’s  password, please log a ticket with the Lucidity Support team to fix your permissions.

Please note – A password reset will change the user's login password across all the services that the user is a part of after you press provision.


  • Find the user whose password needs resetting. Click on the green drop down
    arrow that appears to the right of the user’s Full Name  

  • Click on "Edit User" to edit user's properties and reset the password

  • The user’s details will appear. Scroll down and click on the Password Reset section. The Password Reset window will open. Type a new password that conforms to the password requirements (This is shown by clicking on the circled “?” icon).

Our current password requirements are: 

  1. Must be a minimum of 8 characters long

  2. Must contain 3 of the following 4 character types:

    1.  Lower Case (eg lower case)

    2. Upper Case (eg UPPER CASE)

    3. Numbers (eg 1, 2, 3)

    4. Symbols (eg @, $, !)

  • Click Provision 

  • After clicking Provision, the Edit User window will close. The user’s status will be in a “Pending” state as seen below. The Control Panel will now update the user’s password. Once this is complete, the user’s status will change to “Complete - Successful” (Green circle)  

Please Note -  it might take a second or two for the user status to change to the Pending state after clicking the Provision button. This is due to the Control Panel validating the password and confirming it’s connection to our other services before beginning the request.