Reset Passwords

Before you start this process, make sure you’re using a Supported Web Browsers. 

Considerations:

• The process for resetting user and admin passwords varies. Refer to the following sections for instructions for the each process. 

• For user accounts that use MFA, be aware that when an account password is reset, only the account password is reset. 

• Users and Admins are prompted for an email address when they reset their password. The password reset email is sent to valid admins or users. After the password is reset, the change affects any service endpoints the user is connected to.

• If a user account is locked due to repeated failed login attempts, their account can be unlocked without the user having to reset their password. 

Adding a Recovery Email as a User

Please add a personal email address that is different from your org email so that if you ever get locked out of your account, a recovery email will be sent to your personal email address, as well as your org email address. This will help you if for some reason you can’t access your org email account.

To add a recovery email as a user:

1. Go to the JumpCloud User Portal: https://console.jumpcloud.com.

2. Go to Profile > Recovery Email.

3. Under Recovery Email, enter a personal email address that is different from your org email address.

4. Click Save. An email is sent to the email address that you just provided for verification.

5. Within the specified time, click Verify Now! in the email that was sent to your personal recovery email address. If you don’t verify within the specified time, you’ll need to enter the email address again in the User Portal.

6. The user will be directed to the User Portal login page. Upon successful login, a confirmation email is sent stating that the user’s recovery email address has been verified.

Note: When the verification email is sent, the user will have four hours to validate their alternate email address. If they don’t validate by then, the email will need to be resent.

Resetting Your User Password

To reset your password when you don’t know your old password:

1. Go to the JumpCloud User Portal: https://console.jumpcloud.com.

   • If you’re on the Admin Portal login page, click the User Portal Login link.

2. Click the Reset User Password link.

3. Enter the email address for your user account in the Email field, then click Send Reset Request.

4. Click the secure Reset Password link that has been sent to the email address you entered.

5. Enter your new password in both password fields and click Reset Password.

6. Select either I use Mac, I use Windows, or I use Linux.

7. Click I don’t see how, continue to portal at the bottom of the screen.

8. Enter a new password, and then again to confirm it.

9. If MFA is enabled for your JumpCloud account, you need to authenticate your account. Depending on the types of MFA enabled by your organization, you’ll see one of two options:

   • Push: Use the JumpCloud Protect app to verify your identity with a push notification.

     • A cancel button displays on the login screen while you’re verifying your identity using Push MFA. Clicking this button has no effect on the push notification. 

   • TOTP: Enter a six digit code from an authenticator app such as JumpCloud Protect or Google Authenticator. Then click Reset Password.

Note:

• The Duo app is also supported, but is only used when no other form of MFA has been enabled. If you’re using duo as your only form of MFA verification, you’ll receive a notification on your device to verify your identity. Once you complete the authentication, your password will be reset and you’ll be able to log in.

• If the admin has enabled password reset with recovery email, and if you have a verified recovery email, the password reset link will be sent to the recovery email address in addition to the primary email address. You can click the Reset Password link from the recovery email and verify your identity using MFA to successfully reset the password. MFA has to be enabled in order to reset the password yourself.