How do I reset my password when I can't sign in?

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  • Joslyn
    Below is what it keep telling me:
    You cannot reset your password

    Please set me up with a new password


    To reset your password for, enter your email address and we'll send you an email with instructions.

    Your email
  • Jessie Schutz

    Hey Joslyn!

    Can you please go into a little more detail about what you're having trouble with? Are you not getting a password reset email?

  • kumaridissanayake

    i fill the form but it has rejected.

  • Hannah Arnold

    This is happening to me as well. My password was not changed but I am locked out - and it pops up saying "You cannot reset your password" with no further options for getting in. 

  • Jessie Schutz

    Hey guys!

    Your best option here is to talk to an Admin on your Zendesk account. They should be able to manually reset your password for you.

  • Yves

    I got the same as Hannah Arnold « You cannot reset your password ».
    Is this a joke?

    I've never (ever) see a site where one cannot reset his password.
    What is the madness behind this?

  • Jessie Schutz

    Hey Yves!

    Where are you trying to log in? If you're an agent in your company's Zendesk, you can just contact one of your Zendesk Admins to help you reset your password.

    If you're trying to log in to a company's Zendesk as a customer, you're most likely getting this message because they've set it up so end-users (customers) aren't allowed to reset their own passwords. You would need to submit a ticket with that company so they can reset it for you.

  • Adrian Stefan

    I have this problem as well. Users are unable to reset passwords using their correct domain-specific email addresses. The option to allow them to do so is enabled. I am currently creating their accounts for them.

  • Jessie Schutz

    Hey Adrian!

    I'd recommend contacting Support so they can take a closer look at this for definitely doesn't sound right but I can't really say for sure because I can't see everything going on behind the scenes for you.

  • er ci

    I just talked to 2 agents and they both just left the discussion without solving the problem? I have been trying to reset my password for the past 2 weeks and I'm not getting the email.

  • Jessie Schutz

    Hey er ci! I'm sorry you're having trouble with this.

    Can you walk me through exactly what you're doing to reset your password?

  • Thomas Paquette

    I am trying to reset my password. I used the steps above and it tells me my email address is incorrect and will not proceed. It is the same email address I have used for the past 6 and a half years. 

  • James Sanford

    Hey Thomas!

    There are two instances where I commonly see users running into the error with an incorrect email address.

    1. That the email address you used to sign into the Zendesk account is a different one than you remembered.

    2. That you are trying to sign into with your credentials you use for your personal Zendesk account.

    It doesn't sound like you are running into either one of these issues but I'd like to work with you further to find out where the issue is here.  I'll be bringing you into a ticket so we don't need to worry about disclosing this information publicly.  Please keep an eye out for an email from me so we can work through this - thanks!


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