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Resetting or Changing the User Password of an Extension on your Office@Hand mobile app
Article #2973

How do I reset or change the User Password of an Extension on my Office@Hand mobile app?

Resetting or changing the Password, PIN or Security Question may be done using the Office@Hand mobile app. Click on the links below to know how to change another user, or your own security settings.

Change your Password, PIN or Security Question as a User
Change Another User’s Password, PIN or Security Question as an Administrator
Reset your Password

Changing your Password, PIN or Security Question

Follow the steps below to change your Password, PIN or Security Question.

NOTE: If you are no longer able to log in to change your extension’s Security Settings, you can have your account Administrator change your password or click here for steps on how to reset your password.

Step 1:
Launch the Office@Hand mobile app.

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Step 2:
Tap your Profile Picture.

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Step 3:
Tap Extension Settings.

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Step 4:
Tap User Info.

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Step 5:
Tap User Password.

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Step 6:
Enter your Current Password, and then your New Password, PIN or Security Question.

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The new Password needs to follow the Password Criteria. This criteria allows your Password to be secure and less vulnerable to unauthorized access. Password should at least contain:

• One (1) letter
• One (1) number
• One (1) special character (!, @, #, $, %, ^, &, * , .) or One (1) uppercase letter
• At least eight (8) characters with a maximum of 32 characters.

The PIN is used to verify your identity when checking your voicemail from a phone or in the automated attendant when contacting Customer Care. The new PIN must meet the following criteria:

• At least 6 numbers
• Maximum of 10 numbers
• No letters
• Non-sequential and Non-repeating

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You also have the option to change your Security Question and Answer. To do this, click on the drop-down list to select the security question and fill in the answer field.

NOTE: The answer to your Security Question is not case sensitive, and should have at least 5 characters.

Step 7:
Tap Save to confirm your changes.

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Changing Another User’s Password, PIN or Security Question

Follow the steps below to change another User’s Password, PIN or Security Question.

NOTE: You must be an account Administrator to perform the steps below.

Step 1:
Launch the Office@Hand mobile app.

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Step 2:
Tap your Profile Picture.

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Step 3:
Tap Phone System.

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Step 4:
Tap Users, and then select the extension that you wish to modify. We will select Debbie Smith on Ext. 40 as an example.

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Step 5:
Tap User Info.

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Step 6:
Tap User Password.

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Step 7:
Enter your Current Admin Password, and then the New Password, PIN or Security Question for the User.

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The new Password needs to follow the Password Criteria. This criteria allows the Password to be secure and less vulnerable to unauthorized access. Password should at least contain:

• One (1) letter
• One (1) number
• One (1) special character (!, @, #, $, %, ^, &, * , .) or One (1) uppercase letter
• At least eight (8) characters with a maximum of 32 characters.

The PIN is used to verify the User’s identity when checking their voicemail from a phone or in the automated attendant when contacting Customer Care. The new PIN must meet the following criteria:

• At least 6 numbers
• Maximum of 10 numbers
• No letters
• Non-sequential and Non-repeating

You also have the option to change the User’s Security Question and Answer. To do this, click on the drop-down list to select the security question and fill in the answer field.

NOTE: The answer to your Security Question is not case sensitive, and should have at least 5 characters.

Step 9:
Tap Save to confirm the changes made for the User.

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Resetting your Password

If you are no longer able to log in to your Office@Hand account, follow the steps below to reset your password.

Step 1:
Launch the Office@Hand mobile app.

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Step 2:
In the Office@Hand mobile app’s login screen, tap Forgot your password.

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Step 3:
Enter your Office@Hand Phone Number, your Extension Number (required if you do not have a direct number), and the characters that will be provided by the system.

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Step 4:
You will be given 2 options:

a. Email – Tap Email me a link to reset my password, and then click Continue. If you choose this option, a Password Reset Link will be sent to your extension’s Contact Email Address. You need to access your Email and click on this link to reset your password.

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b. Security Question – This option will allow you to reset your password immediately.

Step 1:
Tap Security Question, enter your Answer to your extension’s security question, and then tap Continue.

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Step 2:
Enter your New Password, and then tap Continue.

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The new Password needs to follow the Password Criteria. This criteria allows your Password to be secure and less vulnerable to unauthorized access. Password should at least contain:

• One (1) letter
• One (1) number
• One (1) special character (!, @, #, $, %, ^, &, * , .) or One (1) uppercase letter
• At least eight (8) characters with a maximum of 32 characters.

Step 3:
You will see a confirmation that your password has been successfully reset. Tap Login Now to login using your new password.

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Keywords: security, settings, security question, fraud, password, codes, IOS, iOS App, 2973, Reset, user password, password, mobile app, app, Mobile