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Resetting the Password

Note: This help article applies only to Hosted Exchange. If you are not sure which email service you use, you can find more information in the following article.

https://www.green.ch/en/which-email-service-do-i-use

 

The password of a Hosted Exchange user is reset by an administrator in EdgePilot. This is required, for example, if the previous password is no longer known, can no longer be used or needs to be renewed due to a password expiry notification.

Always use direct access to EdgePilot to reset the password. Do not open buttons or links from unexpected emails. This reduces the risk of entering credentials on a phishing page and ensures that the password is changed directly in the Hosted Exchange administration.

Requirements

To reset a Hosted Exchange password, you need:

  • an EdgePilot user with administrator permissions
  • the administrator user’s credentials
  • access to the two-factor authentication configured for the administrator

Two-factor authentication must be configured or confirmed when Hosted Exchange users with administrator permissions sign in to EdgePilot. Depending on the configured method, confirmation is completed using an SMS code or an authenticator app.

Resetting the Password in EdgePilot

  1. Open EdgePilot directly at: Open the EdgePilot administration portal
  2. Sign in with your Hosted Exchange administrator user.
  3. Confirm the sign-in using the SMS code or the code from your authenticator app.
  4. Open the Users section and then User Management.
  5. Select the Hosted Exchange user for whom you want to set a new password.
  6. Enter the new password in the Change Password field.
  7. Make sure that the new password complies with the applicable password policies.
  8. Click Update User Details to save the new password.

Testing the New Password in Webmail

Test the new password in Webmail or Outlook Web Access (OWA) immediately after resetting it. This allows you to check whether the new password has been applied correctly on the server and whether sign-in to the Hosted Exchange mailbox works.

If sign-in to Webmail works, subsequent problems in Outlook, Apple Mail, on a mobile phone or in another application are often caused by the previous password still being stored in the respective application or on the device.

Updating the Password on All Devices

Then update the new password in all applications and on all devices on which the Hosted Exchange account is configured. These include, for example:

  • Outlook and other email programs
  • mobile phones and tablets
  • Apple Mail or other email apps
  • other devices or applications that access the mailbox

If devices or applications continue to use the previous password, repeated sign-in attempts, further password prompts and other authentication errors may occur.

Changing or Resetting the Password

Changing and resetting a password are different processes:

  • Changing the password: The previous password is normally known or the user is already signed in.
  • Resetting the password: An administrator assigns a new password in EdgePilot because the previous password is no longer known or can no longer be used.

For Hosted Exchange, the password of the affected user should be reset centrally through user management in EdgePilot. Do not use the password link from an email for this purpose. In documented cases, different passwords were stored for EdgePilot and OWA after a password process was completed using a link sent by email.

Password Expiry Notification

Hosted Exchange can automatically inform users that their password needs to be renewed. This message may be part of the password policy configured for the Hosted Exchange organisation.

Even if such a message appears legitimate, you should not use any links it contains to reset the password. Instead, open EdgePilot directly and have an administrator user reset the password there.

Note: If you do not use an active Hosted Exchange licence from Green or the message cannot be clearly associated with your service, do not open any links it contains and do not reply to the message. If in doubt, contact Support.

No Access to the Administrator User

If you no longer have the administrator user’s credentials, the password of the Hosted Exchange user cannot be reset through user management.

If the administrator user does not have a dedicated mailbox assigned, a suitable recovery method through an associated mailbox may also be unavailable.

Note: If you no longer have access to the administrator user, contact Support. In this case, the administrator user’s password must be reset by Green and provided with a new data sheet.

No Access to Two-Factor Authentication

If the SMS code does not arrive at the displayed phone number or access to the configured authenticator app is no longer available, the administrator sign-in may not be completed.

Note: In this case, contact Support and state that access to the two-factor authentication of the Hosted Exchange administrator user is no longer possible.

Further Information

You can find further information about choosing a secure password at:

Secure Password

You can find information about identifying suspicious messages at:

Identify Phishing Campaigns