Overview

Passwords get forgotten. It happens. The good news is you've got two ways to set a new one in CX Platform, and both take only a minute or two.

If you can't get in, you can trigger a reset right from the sign-in screen and we'll email you a secure link to choose a new password. If you're already signed in and just want to update your password as part of good housekeeping, you can do that from your account profile without needing an email link at all.

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Heads up
‍This guide applies to users who sign in with a username, password, and 2FA. If your organisation uses Single Sign-On (SSO), your password is managed by your identity provider — not in CX Platform — so these steps won't apply to you.

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Reset your password from the sign-in screen

Use this option when you can't remember your password and need to set a new one before you can log in.

1. On the sign-in screen, click Forgot your password? below the Log in button.
2. Enter your Email address and click Submit.
3. You'll see a confirmation message letting you know a reset link is on its way.
4. Open the email from CX Platform and click Reset your password.
5. On the reset page, enter your Email address, then a New password, and re-enter it under Confirm new password.
6. Click Reset to save your new password.

That's it — your password is updated and you can head back to the sign-in screen and log in as normal.

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Can't find the email?
‍Check your junk or spam folder. If it's still not there after a few minutes, you can submit the form again or get in touch with your support team.

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Change your password from inside the platform

Already signed in and just want to update your password? You can do it straight from your account profile — no email link required.

1. In the top right of the screen, click My account.
2. This opens Manage your account on the Profile tab.
3. Click the Password tab.
4. Enter your Current password, then your New password, and re-enter it under Confirm new password.
5. Click Update password to save your changes.

And that's it — your password is updated and ready to use the next time you sign in.

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‍Password requirements
‍Your new password needs to include at least one non-alphanumeric character (like !, @, or #). If it doesn't meet the requirements, you'll see a message at the top of the form letting you know what to fix.

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Which option should you use?

If you can't get into the platform, use the sign-in screen reset to email yourself a new link. If you're already logged in and just want to refresh your password as part of good security hygiene, the My account route is quicker since there's no email step.

Either way, you'll end up in the same place — back to work with a fresh password and no need to file a support ticket.