This post is for anyone that has their own hosting company using WHMCS and have a customer that is unable to reset their own password.
On a rare occasion, a hosting client may not be able to login to their hosting account or receive an email to reset their password. Unfortunately WHMCS does not allow us admins to easily reset the password for them if we don’t already have their current password. If we had their password then we wouldn’t need to reset it for them. It’s absurd.
This issue came up recently because for some reason the customer did not receive the reset password email after several tries. Apparently the hosting email gets blocked before it hits their inbox.
In this case, login to your hosting admin access and login as the user to change the password manually.
Here’s the crazy workaround to manually reset a customer password.
- First off, try again to have the customer reset their password or try to reset the password link for them. You have your own domain so your link will be different than mine. The link will look something like this yourhosting.com/index.php?rp=/login
- If resetting the password does not work, then login to your access area as the administrator.
- Under the Clients tab, click on View/Search Clients or Manage users and find the client or user. Click on the account you want to reset.
- In the popup window, click on the Client Name to get to their Client Profile.
- Click on Login as Owner.
- On the right side, under the client’s name Hello, [name!], click the drop down arrow, then click Your Profile. Their address should appear under Change Email Address.
- Update the email address to yours or an email you have access to.
- Since you don’t have access to the old password, open a new browser or logout and go back to the login screen and reset password that will go to your newly switched out email.
- This hopefully will send you a password reset email. Check your spam box if you don’t see it.
- Click the link and reset the password. You should now be logged in again, if not log in to their account.
- Repeat step 6, by going back to the right side, under the client’s name Hello, [name!], click the drop down arrow, then click Your Profile. Your temporary email address should appear under Change Email Address. Switch it back to theirs and save changes.
- Reset their password if you need to create a new one.
- Send them the customer the login link and new password info.
This is the dumbest workaround but it worked for me. I didn’t want to buy a plugin/extension only to find out it doesn’t work. I’m solution based and it doesn’t appear WHMCS is going to update their system for a handful of users that come across this issue. I hope this works for you too. Happy password resetting.