For: the account owner (admin)
Forgotten passwords happen. You set a new one in the portal, and that's the only way: Element's "Forgot password" link doesn't work for your server.
Reset the password
- Open Settings in the portal.
- In the Users table, find your colleague. You can type their name in Search users....
- Click Reset Password in the Actions column.
- Enter the new password (at least 8 characters) and confirm.
- Wait for the message "Password changed for {id}. Sign in to Element with this user ID and the new password."
- Send your colleague the new password, ideally separately from other details (for example by SMS or in person).
Your own password
Your own account (admin) is changed on the dashboard, in the card Your Matrix login: enter the new password twice and click Change password. → Set your password and sign in
After a reset
- Your colleague signs in with their username and the new password, on each device where they were signed out.
- To read older encrypted messages on a new sign-in, they confirm it with another device where they are still signed in, or enter their recovery key. Resetting the password doesn't change their recovery key.
If something goes wrong
- Element shows "email address not found" (in Italian "Indirizzo email non trovato"): your colleague tried Element's "Forgot password" page. That route doesn't work; reset the password in the portal as above.
- Sign-in still fails: check that your colleague types the username (for example
marco), not an email address, and the password exactly as you set it.