How to Reset a User's Password

If a user is unable to sign in to esenda, there are a few different ways to restore access depending on the situation.

Option 1: The user resets their own password (recommended)

If the user has signed in before, they should first try resetting their own password.

Go to the esenda login page.
Select Forgot your password?
Follow the on-screen instructions to create a new password.

If successful, the user can sign in as normal.

Option 2: An esenda administrator resets the user's account

If the user is unable to reset their password themselves, an esenda administrator at your school can reset their account.

To reset a user

Sign in to esenda.
Select the three dots in the top-right corner and choose Settings.
Open User Management.
Find the user you want to reset.
Select the Reset User Account icon (padlock with a circular arrow).

This will:

Reset the user's password.
Reset their multi-factor authentication (MFA).

The user will be sent an email prompting them to:

Create a new password.
Set up multi-factor authentication again.

If the user has never logged in

If the person has never logged in to their esenda account, their account cannot be reset because it has not yet been activated.

Instead, an esenda administrator should create a new user account by following the Create a User process.

Once the account has been created, the user will receive instructions to set up their password and sign in for the first time.

If you are the only administrator

If you are the only esenda administrator at your school and:

the Forgot your password? option is not working, or
you cannot access your account,

please contact the esenda Support team.

As there is no other administrator available to reset your account, we'll verify your details and help you regain access.

Frequently Asked Questions

Does resetting a user delete any data?

No. Resetting a user only resets their password and multi-factor authentication. Their account, permissions and history remain unchanged.

Will the user need to set up MFA again?

Yes. Resetting a user account also resets multi-factor authentication, so it must be set up again during their next sign-in.

I can't see the user in User Management

If the user isn't listed, they either not have an account yet, or it has been created using a different email address. Check for any other email addresses they have access to, if one does not exist then create a new user.