> For the complete documentation index, see [llms.txt](https://docs.rafflex.io/llms.txt). Markdown versions of documentation pages are available by appending `.md` to page URLs; this page is available as [Markdown](https://docs.rafflex.io/helpful-info/reset-password.md).

# Reset Password

Forgotten your admin password, or helping a customer who cannot log in? Here is how to reset a password for yourself, your staff, and your customers.

***

### How Admin Logins Work

Your admin login is not a separate account. It is your normal account on your own website, with admin access switched on. That means:

* You use the **same email address and password** to log in to your website and to your admin panel.
* Resetting your password on your website also resets the password you use for the admin panel.

You log in to the admin panel by adding **/admin** to the end of your website address (for example yourrafflesite.com/admin). The admin login page asks for your **Email address** and **Password**, and has a **Remember me** box and a **Sign in** button. It does not have its own forgotten password link, so you reset your password from your website instead.

***

### How to Reset Your Admin Password

1. Open your website (not the admin panel) and go to the login page.
2. Next to the **Password** box, click **Forgot password?**
3. You will see a page called **Reset Your Password**. Enter the email address you use to log in to the admin panel.
4. Click **Email Password Reset**.
5. Open the email you receive and click the reset link inside it. Use it straight away, as the link only works for a limited time.
6. On the **Reset Your Password** page, enter your email address, type your new password into **Password** and again into **Confirm Password**, then click **Reset Password**.
7. You are now logged in to your website with the new password. Go to yourrafflesite.com/admin and sign in with your email address and new password.

{% hint style="info" %}
After you click **Email Password Reset**, the page shows the message "If the email exists in our system, we have sent a password reset link to it." You see this message whatever email you type, so it does not confirm the address is correct. If no email arrives, check you typed the same email address you use for the admin panel.
{% endhint %}

{% hint style="info" %}
If the login page redirects you away instead of showing the login form, you are probably still logged in. Click **Logout** in your account menu on the website, then try again.
{% endhint %}

{% hint style="warning" %}
Check your spam or junk folder if you do not see the password reset email within a few minutes. If you still cannot reset your admin password, contact Rafflex support.
{% endhint %}

***

### Resetting a Password for a Staff Member

Staff accounts work in exactly the same way as yours. A staff member who has forgotten their password can follow the steps above on your website.

If you would rather set a new password for them yourself, you can do it from their account in the admin panel. Follow the steps in **Setting a New Password for a Customer** below, then share the new password with them securely (for example in person or over the phone, rather than by email). Ask them to change it to something only they know.

To learn how to give someone admin access in the first place, see [Staff Accounts and Access](/managing-your-site/customers/staff-accounts-and-access.md).

***

### Customer Passwords

#### How Customers Reset Their Own Password

Customers reset their password in the same way described above:

1. On your website's login page (the page titled **Sign in to your account**), they click **Forgot password?**
2. On the **Reset Your Password** page, they enter their email address and click **Email Password Reset**.
3. They open the email, click the link, choose a new password, and click **Reset Password**.

They are then logged straight in to their account.

{% hint style="info" %}
This is the best option for customers, because they choose their own password and you never need to know it. If a customer contacts you because they cannot log in, point them to the **Forgot password?** link first, and remind them to check their spam folder.
{% endhint %}

#### Setting a New Password for a Customer

If a customer cannot reset their password themselves (for example their reset emails are not reaching them), you can set a new one for them:

1. Log in to your admin panel.
2. In the left-hand menu, under **Management**, click **Users**.
3. Use the search box to find the customer by name or email address, then click **Edit** on their row.
4. Type the new password into the **Password** field.
5. Click **Save changes**.

The new password works straight away. Let the customer know what it is through a secure channel and ask them to change it afterwards.

{% hint style="warning" %}
**Leave the Password field blank unless you want to change it.** When you edit a customer for any other reason, such as updating their address, leave **Password** empty. A blank Password field keeps their existing password exactly as it is.
{% endhint %}

For more on everything you can do from a customer's account page, see [Customers](/managing-your-site/customers.md).

#### Customers Moved From an Older Website

If you moved to Rafflex from another website and your customer accounts were brought across, those customers need to set a new password the first time they log in.

When one of these customers tries to log in, they see a **Welcome Back!** page explaining that their account has been moved to your new platform. At the same time, they are sent an email titled **Your account is ready**, which contains a link to set their new password. If the email does not arrive, they can click **Resend Email** on that page.

Once they have set a password, they log in as normal from then on.

{% hint style="info" %}
If a moved customer tells you they never received the email, ask them to check their spam folder and then use **Resend Email**. They can also use **Forgot password?** on the login page, which works in the same way.
{% endhint %}