Changing a Mailbox Password as Admin

If a user forgets their password or you suspect a security breach, you can force a password reset instantly.

Who this is for

• Account owners and admins.
• Resellers managing client access.

Step-by-step

1. Go to Mailboxes.
2. Find the user in the list.
3. Click Password (key icon) next to the mailbox — this opens an inline password form right in the list.
4. Enter the New Password twice (or click Generate to create a strong one).
5. Click Save Password.

What happens next?

• The old password stops working immediately for IMAP, SMTP, and Webmail.
• You must securely communicate the new password to the user (e.g., via Slack, SMS, or encrypted note).
• The user will need to update their email apps (Outlook, iPhone, etc.) with the new credentials.

Recovery codes

Mailboxes created via setup invite have a recovery code that allows users to reset their own password. If a user loses their recovery code:

1. Open the password reset modal for the mailbox.
2. Look for the Generate new recovery code option.
3. Share the new code securely with the user.

The user can then use this code on the Webmail login page to set a new password without contacting you again.

Note: Recovery codes are one-time use. Once used, a new code must be generated.

Common mistakes

• Symptom: User still can't log in.
  • Cause: They might be using the account login page instead of the webmail login page.
  • Fix: Ensure they are taking the new password to the Webmail URL, not the TrekMail Dashboard URL.