User password reset

Finchi · 2022-07-01T11:22:26+00:00

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Hi,

i've got a user who didn't create a user under her works email account, however it shows as in use, but when we try to login and force a password reset it comes up saying we have insufficent permissions to change the password. Is there a way to reset this password? or delete it and recreate the account again under our domain?

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Finchi

thanks @JeanK she's on leave right now, but should be back in the next week, so i'll mark the post after that! thank you for explaining!

Finchi

Cheers @JeanK , i'll get that checked out shortly! appreciate your help! i'll see what they say!

Type_R1

For anyone who has Googled this error (like me), make sure the user is allowed to modify his account. This can be found in user management -> [user] -> Permissions -> General:

JeanK

Hello @Finchi,

Congrats on your first post! ✨

Correct - to enforce the password reset, you first need to add the account to your company profile: Add an existing account.

Once this is done, you will be able to reset the user's password.

/JeanK

Finchi

Hi Jean,

Thank-you, and thanks for your message back. We've attempted to add the user in using the "Add an existing account" however you need the users email/password combo to accept them in; and when you try to do the reset password link that's when we get the error message "Request denied because you don't have sufficient permissions. Please contact your company's administrator for further assistance"

JeanK

@Finchi could you ask the user to reset the password via https://login.teamviewer.com/LogOn#lost-password?

Then, you will be able to join your company profile.

/JeanK

Finchi

Thank you @JeanK however, I'm still getting the same permissions error when trying through that link...

I click the link, type in her email, tick that i'm not a robot and then click change password and straight away the message comes up "

Request denied because you don't have sufficient permissions. Please contact your company's administrator for further assistance"

It's like her account is linked to another company account, but she's unaware of what company this would be as she's not aware of ever signing up to TV during her time here...

JeanK

Hello @Finchi,

I think the issue is that YOU are trying to reset the password.

In the first step, SHE needs to reset the password herself by using the link https://login.teamviewer.com/LogOn#lost-password.

Then, when she is able to log in successfully, you can try to add her to your company profile by following the instructions of this article: Add an existing account

Another thing you might also check is if the user did validate their account. Once you create a TeamViewer account, you receive an e-mail that is asking you to validate the account. If this is not done, it may also cause user management permission issues.

Let me know if this worked out.

/JeanK

JeanK

Sounds good! I'm happy to hear from you once your colleague will be back. 🙂

/JeanK

Finchi

Hi @JeanK

Sorry for the long delay, lots of various leave time between the team... but basically we've just done the password reset on her device, using her email it's still coming up that she's got insufficient permissions to reset.

JeanK

Hi @Finchi,

No problem at all - I can only think of the account being connected to another company profile, then.

The best option here would be to call our customer support to get a representative to look into your case.

☎ Call our customer support

Our team will be happy to help.

/JeanK

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