Assisting users with password reset

Account admins can assist new users with their account activation and assist existing users with resetting their password.

Note:

• All users can reset their password when they use ShareFile authentication.

• Users can access Personal Settings to manage their profile settings.

• Admins cannot set a new password for users.

• See Password requirements for more information about password requirements.

Instructions for admin assisting new users

1. In ShareFile, go to People > Resend Welcome Emails.

2. Enter the user's email address or name, or select the user from the address book.

3. Customize the email message as needed.

4. Select Send.

   The recipient receives the Welcome email with the link to Activate Account. Activating their account allows them to create a password.

   Note:

   This link is unique to the recipient and must be used within the next 30 days.

Instructions for admin assisting existing users

The following provides the steps necessary for a ShareFile Admin to instruct an existing user to reset their forgotten password and how administrators can send the email from within their account.

1. Sign into your ShareFile account.

2. Navigate to People > Browse Employees or Browse client contacts.

3. Select the manage icon next to the user that requires a password reset.

4. Under Actions, select Reset Password.

5. Select Send to send the user a link to reset their password.

User-initiated password reset

1. Navigate to your ShareFile URL, for example, https://mycompany.sharefile.com, where mycompany is unique to your account.

2. Enter your email address.

3. On the next screen, select Forgot Password? under the password input field.

4. Once you receive the reset email, you are required to select the link provided in the email to reset the password.

   Note:

   The reset link expires after 30 minutes. Each time you use Forgot Password?, the previous reset link expires.

5. Follow the on-screen instructions to reset the password. See Password requirements for more information.

Common issues

If the user does not receive the Welcome or password reset email:

• Check the spam or junk folder.

• Ensure that the IT team has allowlisted ShareFile domains.

For more details, see Email containing link to reset password is not received.

Multi-factor authentication

If multi-factor authentication (MFA) is enabled, users must complete an additional verification step when they sign in or reset their password.

• If the user does not receive a verification code or cannot access their method, an administrator with the appropriate permissions might need to reset the user's MFA.

• VoIP numbers, such as Google Voice, might not reliably receive MFA verification codes.