Reset Email Password (Hosted Exchange)

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

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

 

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

The password for the Hosted Exchange mailbox is not automatically identical to the password for your MY user or your EdgePilot administrator user.

Always open the EdgePilot administration portal directly when changing the password. Do not use links from unexpected emails. This reduces the risk of entering your login details on a phishing page.

 

Requirements

To reset a Hosted Exchange password, you need:

• an EdgePilot user with administrator permissions
• the login details of the administrator user
• access to the configured two-factor authentication (2FA)

A normal mailbox user does not automatically have administrator permissions. You can find further information about assigning administrator permissions in the following article:

https://www.green.ch/en/how-do-i-assign-admin-permissions-to-a-user

 

Reset the Password in EdgePilot

Open the EdgePilot administration portal at the following address:

https://green.edgepilot.com/

1. Sign in with your administrator user and the associated password.
2. Set up two-factor authentication if you are using it for the first time. To do so, select SMS or Authenticator App Code.
3. Enter the SMS code or the code from the Authenticator app.
4. Open Users.
5. Select User Management.
6. Select the Hosted Exchange user for whom you want to set a new password.
7. Enter the new password in the Change Password field.
8. Check whether the new password complies with the required password policies.
9. Select Update User Details to save the new password.

You can find further information about choosing a secure password in the following article:

https://www.green.ch/en/secure-password

 

Two-Factor Authentication

You must set up two-factor authentication for every Hosted Exchange user with administrator permissions. During setup, you can choose between SMS and Authenticator App Code.

If you have already set up two-factor authentication, enter the SMS code or the code from the Authenticator app when signing in.

Note: If you do not receive an SMS code at the displayed telephone number or no longer have access to the Authenticator app on your smartphone, contact Support.

 

Test the New Password in Webmail

After changing the password, test it in Hosted Exchange Webmail or Outlook Web Access (OWA). A successful sign-in confirms that the new password is accepted by the mailbox and that the mailbox is generally accessible.

Open OWA at the following address:

https://ch.exg7.exghost.com/owa/

If sign-in works in OWA but problems continue in Outlook, Apple Mail, Thunderbird or on a mobile device, the previous password may still be stored in the application or on the device.

 

Update the Password on All Devices

Then update the new password on all devices and in all applications that access the Hosted Exchange mailbox. These include, for example:

• Outlook and other email applications
• Apple Mail
• Thunderbird
• Mobile phones and tablets
• other devices or applications with access to the mailbox

Remove old stored passwords. If a device continues to use the previous password, this may cause repeated password prompts, failed sign-ins or another lockout.

If sign-in problems continue, first check whether the new password works in OWA. Then check whether you have updated the password on all connected devices and in all applications.

You can find further information about repeated password prompts in Outlook in the following article:

https://www.green.ch/en/hosted-exchange-outlook-windows-keeps-asking-for-a-password

 

Change or Reset a Password

• Change password: The previous password is known and is replaced with a new password.
• Reset password: An administrator assigns a new password because the previous password is no longer known or can no longer be used.

Reset the password for a Hosted Exchange mailbox centrally through user management in EdgePilot. Do not use a password link from an email to do so.

 

Password Expiry Notification

For Hosted Exchange, the password policy is set to 1,000 days by default. Users automatically receive a corresponding notification before the password expires.

Even if a password expiry notification appears legitimate, open the EdgePilot administration portal directly and change the password there.

You can find further information about password expiry notifications in the following articles:

https://www.green.ch/en/hex-password-expiry-messages

https://www.green.ch/en/hosted-exchange-reset-password

 

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

 

No Access to the Administrator User

If you no longer have the login details for the administrator user, you cannot reset the password for the Hosted Exchange user through user management.

Note: If you no longer have access to the administrator user, contact Support.

 

Further Information

You can find further information about Hosted Exchange in the following article:

https://www.green.ch/en/all-about-hosted-exchange

You can find the connection details for Hosted Exchange in the following article:

https://www.green.ch/en/email-connection-details-hosted-exchange

You can find instructions for setting up Hosted Exchange in Outlook in the following articles:

https://www.green.ch/en/outlook-windows-manually-set-up-a-hosted-exchange-account

https://www.green.ch/en/outlook-macos-set-up-an-exchange-account-for-hosted-exchange

You can find information about identifying suspicious messages in the following article:

https://www.green.ch/en/current-phishing-campaigns

 

Log in at green.edgepilot.com with your admin user (e.g. “admin@green-example-domain.ch”).

Note: If you no longer have your login details for your admin user, please contact our customer service team.

You must set up two-factor authentication (2FA) for every Hosted Exchange user with administrator privileges. During setup, you can choose between text message (SMS) and Authenticator app code.

If you have already set up 2FA, enter the SMS or app code.

Note: If you do not receive an SMS to the phone number displayed or you no longer have access to the authenticator app on your smartphone, please contact our customer service team.

Under User Management, you will see your Hosted Exchange users listed. Click on the user that you would like to set a new password.

Now enter a new password in the Change Password field. To save, click on the blue Update User Details button.

Note: Make sure that the new password complies with the required password guidelines. These can be found here: Secure Password Guidelines

 

Congratulations! You have now successfully set a new password for your Hosted Exchange user.

Note: Test the new password by logging in to Outlook Web Access (OWA).