Overview
The Magentrix Portal User Options card in HubSpot enables administrators to send password reset emails to portal users directly from HubSpot without logging into Magentrix. This allows users to securely reset their own passwords when they've forgotten their login credentials or need to update them for security purposes. The reset process is identical to the self-service password reset flow users can initiate themselves.
Learn more about secure partner portal management with Magentrix.
Prerequisites
Before resetting a user's password from HubSpot, ensure:
- Portal Options Card Configured: The Magentrix Portal User Options card must be added to your HubSpot contact page layout. See Configuring Magentrix Portal Options.
- User Currently Active: The contact must be enabled as an active portal user. You cannot reset passwords for inactive users.
- Valid Email Address: The contact must have a valid, current email address in HubSpot.
- Administrator Permissions: You need appropriate administrative permissions in HubSpot to manage contacts.
Steps to Reset a User's Password
Follow these steps to send a password reset email to a portal user:
Open the contact record in HubSpot for the user who needs a password reset.
Locate the Magentrix Portal User Options card in the right sidebar of the contact page.
Click the Actions dropdown within the Magentrix Portal User Options card.
Select "Reset Password" from the available options.
Confirm the action if prompted.
Result: The user immediately receives a password reset email at their registered email address. They must follow the instructions in the email to complete the password reset process.
What Happens After Initiating Reset
Once you initiate a password reset:
- Email Sent Immediately: The user receives a password reset email within minutes at the email address registered in their profile.
- Secure Reset Process: The user must click the reset link in the email, answer their security question correctly, and create a new password.
- No Administrator Involvement: You do not see or handle the actual password, maintaining security best practices.
- Current Password Remains Valid: The user's existing password continues to work until they complete the reset process and create a new password.
- No Account Lockout: Initiating a reset does not lock the user out of their account.
The User's Password Reset Experience
When a user receives the password reset email, they will:
- Receive the email with a password reset link
- Click the reset link in the email
- Answer their security question correctly to verify their identity
- Create a new password that meets the system's password requirements
- Confirm the new password by entering it twice
- Log in immediately with their new password
The entire process typically takes 2-3 minutes to complete.
When to Use Password Reset
Use the password reset function when:
- User Forgot Password: The user cannot remember their current login credentials
- Security Concern: Suspected unauthorized access or security breach
- Routine Updates: Regular password rotation as part of security policies
- Account Recovery: User is locked out due to too many failed login attempts
- Post-Reactivation: User was deactivated and then reactivated (they'll need to reset their password to gain access)
Troubleshooting
The user didn't receive the password reset email
Solution:
- Verify the contact has a current, valid email address in the HubSpot record.
- Ask the user to check their spam or junk email folders.
- Wait 5-10 minutes, as email delivery can sometimes be delayed.
- Verify your Magentrix email configuration is correct in Setup > System Settings.
- Check if your organization's email security settings are blocking automated emails from Magentrix.
- Try initiating the reset again if more than 15 minutes have passed.
The user cannot answer their security question
Solution: If a user cannot answer their security question correctly, you have two options:
Option 1 - Direct Password Change (requires Magentrix admin access):
- Log in to Magentrix as an administrator
- Navigate to Setup > Security > Manage Users
- Find and click the user's record
- Click More Actions > Change Password
- Set a temporary password and communicate it securely to the user
- Instruct the user to change the password immediately after first login
Option 2 - Contact Magentrix Support: For assistance with security question issues or account recovery.
The reset link in the email expired or doesn't work
Solution:
- Password reset links typically expire after 24 hours for security purposes.
- Initiate a new password reset from HubSpot to send a fresh email with a new link.
- Ensure the user is clicking the link, not copying and pasting a partial URL.
- Try using a different web browser if the link isn't working.
I don't see the "Reset Password" option
Solution:
- Verify the contact is currently an active portal user. Inactive users will not have this option.
- Confirm the Magentrix Portal User Options card is properly configured on your contact layout.
- Check that you have administrative permissions in HubSpot.
- Refresh the HubSpot contact page and try again.
The user's new password isn't working
Solution:
- Confirm the user completed the entire reset process, including creating and confirming a new password.
- Check that the password meets your organization's password requirements (minimum length, complexity).
- Ensure the user is entering the password correctly (check for caps lock, typos).
- Verify the user is logging in at the correct portal URL (yourcompany.magentrixcloud.com, not magentrix.com).
- Have the user initiate a new password reset if issues persist.
Security Best Practices
Why Reset is Better Than Change
Password Reset (recommended):
- User creates their own password
- No administrator knowledge of the password
- User must verify identity via security question
- More secure and maintains password confidentiality
Direct Password Change (use only when necessary):
- Administrator sets the password
- Administrator must communicate password to user
- Less secure due to password exposure
- Should be followed by immediate user-initiated password change
General Security Recommendations
- Encourage Strong Passwords: Remind users to create passwords that meet complexity requirements (typically including numbers, capital letters, and special characters).
- Security Questions: Advise users to choose security questions they can remember but others cannot easily guess.
- Regular Rotation: Implement policies for periodic password changes based on your security requirements.
- Monitor Reset Requests: Track unusual password reset activity that might indicate account compromise attempts.
- Secure Communication: Never send passwords via unsecured channels like email or instant messaging.
Password Requirements
User passwords typically must meet the following requirements (configured by your administrator):
- Minimum length: Usually 10 characters or more
- Complexity levels:
- Low: No special requirements
- Medium: Must include numbers and capital letters
- High: Must include special characters in addition to numbers and capital letters
- Password history: System may prevent reuse of recently used passwords
- Expiration: Passwords may expire after a set period (60, 90, 180, or 360 days)
Check with your Magentrix administrator for your organization's specific password requirements.
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