Password and MFA recovery

Tenant administrators and reseller users sign in with a portal account. That account has its own password and two-step verification settings. This guide covers self-service recovery and the reset tools available to reseller owners and VoxaLink administrators.

Check which account you are resetting A portal password is not an extension password. Resetting a tenant administrator or reseller login does not change a desk-phone password, a mobile-app extension password, voicemail PIN, or any Vodia extension credential.

Choose the right recovery path

Use self-service recovery whenever the user still controls the account email. An administrator reset is the fallback, not the normal way to move an authenticator to a new phone.

Reset your own password

This path is the same for tenant administrators, reseller owners, and reseller staff.

If you forgot the password

1. Open the VoxaLink sign-in page.
2. Select Forgot your password?
3. Enter the exact email address used for the portal account.
4. Select Send reset link.
5. Open the email and follow the reset link. The link works for 45 minutes.
6. Enter and confirm a new password. It must be between 8 and 256 characters.
7. Return to sign-in and use the new password.
8. Complete two-step verification if the account asks for it.

The confirmation page looks the same whether or not the email address belongs to an account. This protects the account list from being exposed.

If the message does not arrive, check spam and confirm that the address entered is the portal sign-in email. Do not try an extension number or an extension user's email unless that email is also the tenant administrator or reseller login.

A successful self-service reset changes the portal password and removes trusted-browser approvals. It does not remove an authenticator that is already enrolled.

If you know the current password

1. Sign in normally.
2. Open the account menu. Select Change password in the tenant portal, or Account settings in the reseller portal.
3. In Password, enter the current password.
4. Enter the new password twice.
5. Select Change password.

Use a password that is not used for another service. Changing the password here does not affect extension or phone credentials.

Recover MFA without an administrator

Email codes remain available as a backup for tenant administrators and reseller users. If the user changes or loses a phone, use that recovery path first.

1. Sign in with the portal email and password.
2. On the authenticator screen, select Can't access your app? Email me a code.
3. Enter the six-digit code sent to the account email. The code expires after 5 minutes.
4. After sign-in, open the account menu. Select Change password in the tenant portal, or Account settings in the reseller portal.
5. Under Authenticator app, select Turn off.
6. Select Lost your app? Email me a code instead.
7. Enter the new emailed code and confirm Turn off.
8. Select Set up under Authenticator app.
9. Scan the new QR code with the authenticator on the replacement phone.
10. Enter the six-digit authenticator code and select Verify and activate.

The old authenticator stops working after it is turned off. The new one is not active until the verification code from the new app has been accepted.

Reset a tenant administrator's password

A tenant administrator is a login that opens one tenant's management portal. This is not an extension user.

From the VoxaLink admin portal

1. Open Hosted PBX.
2. Select the Vodia host, then open the tenant.
3. Open the Portal users tab.
4. Find the correct email address.
5. Select Reset password.
6. Read the confirmation carefully, then select Send reset email.
7. Wait for Password reset email sent before closing the dialog.

The current password is replaced only after the email service accepts the message. If the dialog says the email was not sent, the old password remains valid and the reset has not taken effect.

The user receives a temporary password. On the next sign-in:

1. Enter the portal email and temporary password.
2. Choose a new password when prompted.
3. Complete the MFA step. An existing authenticator remains enrolled unless MFA was reset separately.

Each additional administrator reset creates another temporary password. Only the most recently issued temporary password will work.

From the reseller portal

A reseller user who can manage the tenant can reset its tenant administrator password:

1. Open Tenants and select the tenant.
2. Open Portal users.
3. Find the correct tenant administrator email.
4. Select Reset password and confirm the prompt.
5. Wait for the message confirming that a new temporary password was emailed.

The tenant administrator then signs in with the temporary password, chooses a new password, and completes MFA if required.

A tenant administrator cannot reset another tenant administrator from inside the tenant portal. They must use self-service recovery or ask their reseller or VoxaLink administrator for help.

Reset a reseller user's password

Reseller accounts can be reset by a reseller owner or by a VoxaLink administrator.

Reseller owner resetting a team member

1. Sign in to the reseller portal as an owner.
2. Open Business settings → Team.
3. Find the team member.
4. Select Reset password and confirm.
5. Wait for the message confirming that the temporary password was emailed.

Owners cannot use the Team table to reset their own row. Use Forgot your password? or Account security for the account currently signed in.

Reseller staff cannot reset other reseller users. An owner must perform the reset.

VoxaLink administrator resetting a reseller login

1. Open CRM in the VoxaLink admin portal.
2. Select the reseller account.
3. Find Reseller access → Reseller logins.
4. Confirm the exact email and role.
5. Select Reset password and confirm.
6. Wait for the success message stating that the temporary password was emailed.

The reseller user signs in with the temporary password, chooses a new password, and then completes MFA if required.

Reset a tenant administrator's MFA

Use this only when emailed-code recovery is not enough or the old authenticator must be removed administratively.

VoxaLink administrator procedure

1. Open Hosted PBX.
2. Select the Vodia host, then open the tenant.
3. Open Portal users.
4. Confirm the tenant and exact email address.
5. Select Reset MFA.
6. Confirm the reset.
7. Wait for the Two-step verification reset message.

The reset removes the authenticator registration and revokes trusted-browser approvals. It does not change the password. At the next sign-in, the user enters the existing password and receives a verification code by email.

After signing in, the tenant administrator should open the account menu, select Change password, and set up the authenticator on the new phone from the same account security page. Tenant administrators are not forced to add an authenticator again, so this final step must not be skipped when the organisation requires it.

The reseller tenant screen currently provides Reset password, but it does not provide Reset MFA for a tenant administrator. A reseller must ask a VoxaLink administrator to perform that MFA reset.

Reset a reseller user's MFA

Reseller owner resetting a team member

1. Open Business settings → Team.
2. Find the team member. The reset controls are not shown on your own row.
3. Select Reset MFA.
4. Confirm the reset.
5. Wait for Two-step verification reset.

VoxaLink administrator resetting a reseller login

1. Open CRM.
2. Select the reseller account.
3. Find Reseller access → Reseller logins.
4. Confirm the exact email address.
5. Select Reset MFA and confirm.
6. Wait for Two-step verification reset.

In both cases, the old authenticator registration is removed and trusted-browser approvals are revoked. The reseller user keeps the same password and uses an emailed code at the next sign-in. They can then enrol a new authenticator from Account settings.

An MFA reset is not an emergency account lockout It removes the authenticator and trusted-browser approvals, but you should not assume that every browser already signed in is immediately closed. If you suspect that someone else has accessed the account, contact VoxaLink support and treat it as an account-security incident.

What each action changes

None of these actions changes extension passwords, voicemail PINs, mobile-app extension credentials, or desk-phone provisioning.

When email does not arrive

Work through these checks in order:

1. Confirm the exact portal sign-in email shown on the account row.
2. Check spam, junk, quarantine, and any company mail filter.
3. For an emailed MFA code, wait for the resend timer, then select Resend code once.
4. For a forgot-password link, submit one new request and use the most recent email that arrives.
5. For an administrator password reset, check the result shown in the portal. If it says the email was not sent, the password was not changed.
6. Do not reset MFA merely because password email delivery failed. After an MFA reset, the next sign-in still depends on email.
7. If the mailbox is inaccessible, stop and verify the user's identity through the organisation's normal security process before changing any account details.

Never send temporary passwords or MFA codes through chat, tickets, or another person's mailbox. The user should receive them directly at the email address on the portal account.

Final checks

After any recovery:

• Confirm that the user reaches the correct tenant or reseller workspace.
• Confirm that they chose a permanent password if a temporary one was issued.
• Confirm that the new authenticator generates a code the portal accepts.
• Review Trusted devices in Account security and remove any device the user does not recognise.
• If the reset followed suspected unauthorised access, escalate it as a security incident rather than treating the successful sign-in as the end of the job.