Resetting an agent's password or access
These recovery actions live on the agent's edit screen and all require the users.manage permission. Each action is recorded in the audit log.
Reset password
- Open Admin → Agents and edit the agent.
- Choose Reset password.
- SummitPSA generates a new 16-character temporary password, shown once on the next screen. Share it securely.
A reset also clears the agent's failed-login count and any lock, and forces a password change on next login.
Unlock a locked account
Accounts lock automatically after too many failed sign-ins (see User access and sessions). Use Unlock to clear the lockout immediately. You cannot unlock your own account.
Reset two-factor authentication
If an agent loses their authenticator device, choose Reset 2FA. This removes their TOTP secret and disables 2FA, so they will be prompted to re-enrol on next login. For agents in the super_admin or admin roles, 2FA is automatically re-flagged as required after the reset.
Temporary passwords are displayed a single time and never stored in readable form. If one is lost before the agent signs in, simply reset it again.