--- title: Reset Password | Documentation description: Learn how to reset your password if you are unable to remember your account credentials. --- # Reset Password Learn how to reset your password if you are unable to remember your account credentials. ## How to Reset Your Password 1. Go to the Sembark Login page. (app.sembark.com) 2. Click on the Forgot Password link. 3. Enter your registered email address. 4. Click Get Instructions 5. You will receive an email containing instructions to reset your password 6. Follow the instructions in the email and create a new password. ![](https://test.sembark.com/assets/images/uploads/docs-reset-password-forgot-password-link.jpg "image showing the forgot password link") ## Forgot Your Email Address? If you do not remember the email address associated with your account, please contact your Account Administrator. Your administrator can verify the registered email address and help you regain access to your account. - - - ## Troubleshooting Below are some common issues you may encounter while resetting your password. ### Can't Reset Password Error ![](https://test.sembark.com/assets/images/uploads/docs-reset-password-troubleshooting-cant-reset.jpg "image showing the reset password troubleshooting cant reset ") If you see a "Can't Reset Password" message while trying to reset your password, it is usually due to one of the following reasons: #### Incorrect Email Address The email address you entered does not match any active Sembark account. What you can do: * Make sure you've entered the correct registered email address. * If you're unsure which email is linked to your account, contact your Company Administrator for assistance. #### Account Archived or Disabled Your account may have been archived or disabled by your Company Administrator, preventing password reset. What you can do: * Contact your Company Administrator to verify your account status. * Once your account is reactivated, you can request a password reset again. ## Password Reset Email Not Received If you receive a success message after submitting the password reset request but do not receive the email immediately, please allow some time for delivery. ### Things to Check * Wait up to 5 minutes for the email to arrive. * Check your Spam or Junk folder. * Verify that you entered the correct email address. * Ensure your mailbox is not full. If you still do not receive the email after several minutes, contact your Account Administrator or Sembark Support for assistance. ## Unable to Open the Password Reset Link? If you are unable to open the password reset link, it is usually because an active Sembark session already exists on your device or browser. ### Solution 1. Log out of your current Sembark account from all active browser tabs. 2. Return to the password reset email. 3. Click the password reset link again. 4. You will be redirected to the password reset page. 5. Create your new password and click Save. ### Additional Tip If the issue persists, try opening the password reset link in an Incognito/Private browser window or clear your browser cache and cookies before trying again. - - - ## Reset Password for a User Learn how administrators can reset passwords for team members directly from the system. Sembark allows Account Administrators to reset passwords for users without requiring the user to perform a password reset themselves. This feature is particularly useful for organizations that prefer to manage employee credentials centrally and enforce company-defined passwords. ![](https://test.sembark.com/assets/images/uploads/docs-reset-password-password-reset-for-user-flow.jpg "Image showing How to Reset a User's Password") ### How to Reset a User's Password 1. Navigate to Organization → Users. 2. Select the user whose password you want to reset. 3. Click on the Three-Dot Menu (⋮) next to the user. 4. Select Reset Password. ou will be prompted to create a new password and choose one of the following options. ### Option 1: Require User to Change Password on First Login When this option is enabled, the user will be required to create a new password the next time they log in. ![](https://test.sembark.com/assets/images/uploads/docs-reset-password-password-reset-for-user-required-change-password-1-.jpg " Image Showing the User Changing Their Password on First Login") #### Benefits * Forces users to create their own secure password. * Prevents continued use of temporary passwords. * Improves overall account security. * Ensures the administrator does not retain access to the user's personal password. #### Recommended For Organizations that want administrators to set an initial password while allowing users to manage their own credentials afterward. ### Option 2: User Cannot Change Password When this option is enabled, the user will not be allowed to modify their password. ![](https://test.sembark.com/assets/images/uploads/docs-reset-password-password-reset-for-user-can-not-change-password.jpg "Image Showing That the User Cannot Change Their Password") ### Benefits * Passwords remain under administrator control. * Ensures users continue using company-assigned credentials. * Useful for organizations with strict IT or security policies. ### Important Note If this option is enabled, only an administrator can reset or change the user's password in the future. ### Recommended For Organizations that do not allow employees to manage their own passwords and prefer centralized password administration. - - - ## Best Practice For improved security, we recommend enabling Require User to Change Password on First Login whenever possible. Use User Cannot Change Password only when it is required by your organization's security policy. ## Important Notes * Administrators can reset passwords only for users who do not have Administrator privileges. * Users with Administrator access cannot have their passwords reset by another Administrator through the User Management section. * Administrator accounts must use the standard Forgot Password process or manage their passwords through their own account settings. * This restriction is implemented to maintain account security and prevent unauthorized changes to Administrator credentials. - - - ## Need Additional Help? If you continue to experience issues while resetting your password, please contact our support team. Email: support@sembark.com Our team will be happy to assist you in regaining access to your account. ## Docs Navigation Current page: [Reset Password](https://test.sembark.com/travel-software/docs/reset-password.md) ### Getting Started * [Getting Started with Sembark](https://test.sembark.com/travel-software/docs/getting-started.md) * [Login to Sembark](https://test.sembark.com/travel-software/docs/login.md) * [Reset Password](https://test.sembark.com/travel-software/docs/reset-password.md) * [Passwordless Login with Passkeys](https://test.sembark.com/travel-software/docs/passwordless-login.md) * [Two-Factor Authentication](https://test.sembark.com/travel-software/docs/two-factor-authentication.md) * [Account Security and Password Policies](https://test.sembark.com/travel-software/docs/account-security.md) * [Dashboard, Notifications and Global Search](https://test.sembark.com/travel-software/docs/dashboard-and-notifications.md) ### Queries * [Queries](https://test.sembark.com/travel-software/docs/queries-overview.md) * [Add New Query](https://test.sembark.com/travel-software/docs/add-a-query.md) * [Query Details](https://test.sembark.com/travel-software/docs/query-details.md) * [Follow-ups and Tags on queries](https://test.sembark.com/travel-software/docs/query-followups.md) * [Conversion](https://test.sembark.com/travel-software/docs/query-conversion.md) * [Query Cancellation](https://test.sembark.com/travel-software/docs/query-cancellation.md) * [Trip Plan Requests (Integrated Leads)](https://test.sembark.com/travel-software/docs/trip-plan-requests.md) * [Tasks and Comments](https://test.sembark.com/travel-software/docs/tasks-and-comments.md) * [Guests and Tourist Management](https://test.sembark.com/travel-software/docs/guests-and-tourists.md) * [Trip Holding, Locking and Data Archival](https://test.sembark.com/travel-software/docs/trip-holding-and-locking.md) ### Quotes * [Quotes](https://test.sembark.com/travel-software/docs/quotes-overview.md) * [Create New Quote](https://test.sembark.com/travel-software/docs/create-quote.md) * [Share Quote](https://test.sembark.com/travel-software/docs/share-quote.md) * [Update Quote](https://test.sembark.com/travel-software/docs/update-quote.md) * [Quote Pricing, Markup and Taxes](https://test.sembark.com/travel-software/docs/quote-pricing.md) * [Multi-Option (Multi-Category) Quotes](https://test.sembark.com/travel-software/docs/multi-option-quotes.md) * [Flights in Quotes](https://test.sembark.com/travel-software/docs/flights.md) * [Quote PDF and Email Template Customization](https://test.sembark.com/travel-software/docs/quote-templates.md) * [Quote Suggestions and Reusing Quotes](https://test.sembark.com/travel-software/docs/quote-suggestions.md) ### Hotel Bookings * [Hotel Bookings](https://test.sembark.com/travel-software/docs/hotel-bookings-overview.md) * [Update Status of a Hotel booking](https://test.sembark.com/travel-software/docs/hotel-booking-update-status.md) * [Hotel Booking Vouchers](https://test.sembark.com/travel-software/docs/hotel-booking-vouchers.md) * [Hotel Booking Enquiry Emails and WhatsApp](https://test.sembark.com/travel-software/docs/hotel-booking-enquiries.md) * [Hotel Changes, Replacements and Drops](https://test.sembark.com/travel-software/docs/hotel-booking-changes.md) * [Self-Booked Accommodation Details](https://test.sembark.com/travel-software/docs/self-booked-accommodations.md) * [Hotel Check-Ins and Check-Outs](https://test.sembark.com/travel-software/docs/hotel-check-ins-and-outs.md) ### Tour Operations * [Cab Schedules](https://test.sembark.com/travel-software/docs/cab-schedules-overview.md) * [Assign Service Provider for Cab Schedules](https://test.sembark.com/travel-software/docs/cab-schedule-assign-service-providers.md) * [Operational Bookings and Tour Operations Calendar](https://test.sembark.com/travel-software/docs/operational-bookings.md) * [Share Transfer and Activity Details](https://test.sembark.com/travel-software/docs/share-operational-services.md) * [Trip Vouchers](https://test.sembark.com/travel-software/docs/trip-vouchers.md) * [Activity and Ticket Bookings](https://test.sembark.com/travel-software/docs/activity-bookings.md) * [Travel Activity Vouchers](https://test.sembark.com/travel-software/docs/activity-vouchers.md) ### Accounting * [Accounting](https://test.sembark.com/travel-software/docs/accounting-overview.md) * [Create New Account](https://test.sembark.com/travel-software/docs/create-accounting-account.md) * [Proforma Invoices](https://test.sembark.com/travel-software/docs/proforma-invoices.md) * [Incoming Payments and Instalments](https://test.sembark.com/travel-software/docs/incoming-payments.md) * [Payment Gateway — Automated Collections with Payments by Sembark](https://test.sembark.com/travel-software/docs/payment-gateway.md) * [Outgoing Payments to Suppliers](https://test.sembark.com/travel-software/docs/outgoing-payments.md) * [Payment Receipts](https://test.sembark.com/travel-software/docs/payment-receipts.md) * [Supplier and Customer Payment Preferences](https://test.sembark.com/travel-software/docs/payment-preferences.md) * [Accounting Ledgers, Downloads and Account Tools](https://test.sembark.com/travel-software/docs/accounting-ledgers-and-downloads.md) ### Organization Settings * [Contact and Billing Addresses](https://test.sembark.com/travel-software/docs/contact-and-billing-addresses.md) * [Bank Accounts](https://test.sembark.com/travel-software/docs/bank-accounts.md) * [Multi-Branding](https://test.sembark.com/travel-software/docs/multi-branding.md) * [Users, Roles and Teams](https://test.sembark.com/travel-software/docs/users-and-teams.md) * [Lead Integrations](https://test.sembark.com/travel-software/docs/integrations.md) * [Terms and Conditions Management](https://test.sembark.com/travel-software/docs/terms-and-conditions.md) * [Currencies, Exchange Rates and Tax Types](https://test.sembark.com/travel-software/docs/currencies-and-taxes.md) * [Notify — Automated Customer Communication](https://test.sembark.com/travel-software/docs/notify-automated-communication.md) ### Master Data * [Trip Destinations](https://test.sembark.com/travel-software/docs/trip-destinations.md) * [Hotels Master Data](https://test.sembark.com/travel-software/docs/hotels-master-data.md) * [Transport Services and Cab Types](https://test.sembark.com/travel-software/docs/transport-services-master-data.md) * [Travel Activities and Tickets](https://test.sembark.com/travel-software/docs/travel-activities-master-data.md) * [Unified Suppliers Management](https://test.sembark.com/travel-software/docs/suppliers.md) * [Supplier Rates, Seasons and Contract Uploads](https://test.sembark.com/travel-software/docs/rates-and-seasons.md) * [Trip Sources (B2B Agents and Channels)](https://test.sembark.com/travel-software/docs/trip-sources.md) * [Itineraries (Day-Wise Templates)](https://test.sembark.com/travel-software/docs/itineraries.md) ### Reports * [Sales and Lead Reports](https://test.sembark.com/travel-software/docs/sales-reports.md) * [Profit, Check-In and Checkout Reports](https://test.sembark.com/travel-software/docs/profit-and-checkout-reports.md) * [Operational and Hotel Reports](https://test.sembark.com/travel-software/docs/operational-reports.md) ### Troubleshooting * [Network Error](https://test.sembark.com/travel-software/docs/network-error.md) * [Software Updates, Sessions and Timezone Issues](https://test.sembark.com/travel-software/docs/software-updates-and-sessions.md)