# Password forgotten by user within the organization

## Introduction

How can you change a password?

Info

Does your organization use SSO? Then following these steps will not affect the user’s login flow. As an administrator, you can change the user’s password in your organization’s Active Directory. This change will automatically be applied in Zivver.

## Changing passwords in accounts

01. Log in to the [WebApp](https://app.zivver.com/).
02. Click **Organization Settings**.
03. Expand **User administration**.
04. Click **Accounts**.
05. Click  Manage next to the account.
06. Navigate to **Security and login**.
07. Click  Change password.
08. Enter the new password or use the  Generate button to generate a random password.
09. _Optional_: Check the box to require the user to choose a new password at their next login.

_The user will log in once with the password you set here, and will then need to create a new password._
10. Click Save.
11. Share the new password with the user.

_The user can log in immediately with the new password._

## If the user no longer has access to old conversations

Have users reset their password themselves? Then they cannot read their old Zivver conversations. This happens because the old conversations are encrypted with the **old** password. You can restore access to the old messages for the user.

1. Log in to the [WebApp](https://app.zivver.com/).
2. Click **Organization Settings**.
3. Click **User administration**.
4. Click **Accounts**.
5. At the top, you will see an orange banner: **x account(s) cannot see past messages** due to a password reset..
6. Click the Restore access button.

Updated on 2026-06-18