Forgotten Password
The Retrieve Log-in Link can be used in the following scenarios:
- If you are an Admin, Domain or Email user not using N-able Single Sign-On (SSO) who already has an account in the system and you have forgotten your password - see Existing Account - Forgotten Password
- If you have a mailbox and you want to set up an Email user account for yourself in SpamExperts - see Create New Email Account via the Retrieve Log-in Link
- If you are an administrator and you want an existing user to change their password or they have forgotten their password, you can send a customised link (containing their username) to reset their password - see Send User Customised Link to Reset Password
The Retrieve Log-in Link process will not work for N-able Single Sign-On (SSO) accounts. To reset the password for N-able Single Sign-On (SSO) accounts, see Forgotten Passwords
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- In the Login page, click on the Retrieve log-in link button
- Enter your username/domain/email and click on Submit, an email is sent to the email address associated with your username/domain/email
If the username or email address entered here is linked to N-able Single Sign-On (SSO), you will be redirected to Forgotten Passwords for SSO
- In the email, click on the Set password link to open your User profile page in SpamExperts
- Enter your new password in the New password and Confirm new password fields
Password complexity requirements are set by the Admin in Manage User Settings > Password Policies
- Click Save
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If you already have an existing mailbox but no existing account in SpamExperts
- In the Login page, click on the Retrieve log-in link button
- Enter your email address and click on Submit, an email is sent to your email address
- In the email, click on the Set password link to open your User profile page in SpamExperts
- Enter a password in the New password and Confirm new password fields
Password complexity requirements are set by the Admin in Manage User Settings > Password Policies
- Click Save
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This option allows you to send a customised link to a user which allows them to request the password reset email.
- Send the user the following link:
https://primary.hostname/retrievelogin.php?username=example@demo-domain.invalid
Where:
- primary.hostname - is your custom application login link
- example@demo-domain.invalid -is the user's email address
- The user must then click on the link to open a page with their username already added
- Click Submit to receive the password reset email
If you continue having issues logging in after following the above steps, please contact support to raise a ticket.