--- title: How to Send a New Password to a Client description: new password --- [Skip to content](https://support.hapana.com/kb/article/708#main-content) English Show submenu for translations [![email-logo.png](https://support.hapana.com/hs-fs/hubfs/hapana_2022/email_2022/footer%20logo.png?width=300&height=78&name=footer%20logo.png)](https://info.hapana.com/en?hsLang=en) Open main navigation Close main navigation - English Show submenu for translations - [Submit Ticket](https://21gxv.share.hsforms.com/2-8HozJXMSTW8kaFHC32eaw) [Submit Ticket](https://21gxv.share.hsforms.com/2-8HozJXMSTW8kaFHC32eaw) Hapana Help | Find answers here - There are no suggestions because the search field is empty. 1. [Hapana Knowledge Base](https://support.hapana.com/?hsLang=en) 2. [Member Management](https://support.hapana.com/member-management?hsLang=en) 3. [Client Page](https://support.hapana.com/member-management?hsLang=en#client-page) # How to Send a New Password to a Client ## Overview If a client can’t log into their account, you can easily send them a new password from the **Clients** section in CORE. This can be done using a **custom password** or a **randomly generated one**, depending on your preference. Clients can also reset their own password directly from the app.   🎥 **Watch the walkthrough**: [Click here to watch on Loom](https://www.loom.com/share/5b30befe666f470f927d8d7179302287) Or preview it below:   ## Prerequisites Before you begin: - You must have **access to the Clients section** - Ensure the client’s **email is correct and active** in their profile - The client must already have an account created in CORE --- ## Step-by-step instructions --- ### Step 1: Locate the client profile 1. Go to the **Clients** section 2. Use the search bar or find the client in the list 3. Look for the **lock icon 🔒** next to their name ![Article image](https://support.hapana.com/hs-fs/hubfs/Knowledge%20Base%20Import/1759444059171_6dfb684e_image-20250527150257-27-1.png?width=2048&height=1273&name=1759444059171_6dfb684e_image-20250527150257-27-1.png) ![Article image](https://support.hapana.com/hs-fs/hubfs/Knowledge%20Base%20Import/1759444060843_20a013fa_image-20250527150307-28-1.png?width=2048&height=1273&name=1759444060843_20a013fa_image-20250527150307-28-1.png) --- ### Step 2: Send a new password 1. Click the **lock icon 🔒** 2. Choose between: - **Custom password**: Manually set a password - **Random password**: The system generates a secure password 3. Click **Reset and Send** > ✅ The client will receive an email with their new login credentials. ![Article image](https://support.hapana.com/hs-fs/hubfs/Knowledge%20Base%20Import/1759444062411_362b6a8d_image-20250527150318-29-1.png?width=2048&height=1273&name=1759444062411_362b6a8d_image-20250527150318-29-1.png) ![Article image](https://support.hapana.com/hs-fs/hubfs/Knowledge%20Base%20Import/1759444064046_e7dfe8c8_image-20250527150328-30-1.png?width=2048&height=1273&name=1759444064046_e7dfe8c8_image-20250527150328-30-1.png) --- ### Alternate option: Let the client reset their password If the client is using the **Hapana-branded app**, they can reset it themselves: 1. On the login screen, tap **“Forgot Password?”** 2. Enter their email 3. They’ll receive a reset link by email > Tip: Always confirm the client is checking the correct inbox and that the email is spelled correctly in their profile. --- ## Expected outcome The client will receive an email with instructions to log in using their new password, either set by you or generated by the system. They’ll be able to access their account immediately. --- ## FAQs **Q: The client didn’t receive the reset email — what should I check?** A: Confirm their email address is correct in their profile, and ask them to check spam or junk folders. **Q: Can the client change their password after logging in?** A: Yes — once logged in, they can go to settings and update it anytime. **Q: What if the lock icon doesn’t appear?** A: Make sure the client has an active account in CORE. If not, add them as a new client. --- **Still need help?** Reach out to our support team via [support@hapana.com](mailto:support@hapana.com) - [Member Management](https://support.hapana.com/member-management?hsLang=en#main-content) - [Account Settings](https://support.hapana.com/member-management?hsLang=en#account-settings) - [Client Accounts](https://support.hapana.com/member-management?hsLang=en#client-accounts) - [Edit Profile](https://support.hapana.com/member-management?hsLang=en#edit-profile) - [Retail Configurations](https://support.hapana.com/member-management?hsLang=en#retail-configurations) - [Other](https://support.hapana.com/member-management?hsLang=en#other) - [Schedule](https://support.hapana.com/member-management?hsLang=en#schedule) - [Client Page](https://support.hapana.com/member-management?hsLang=en#client-page) - [General](https://support.hapana.com/member-management?hsLang=en#general) - [Reporting](https://support.hapana.com/member-management?hsLang=en#reporting) - [Retail Dashboard](https://support.hapana.com/member-management?hsLang=en#retail-dashboard) - [Team Settings](https://support.hapana.com/member-management?hsLang=en#team-settings) - [Hapana Member Access Control (MAC) Doors](https://support.hapana.com/member-management?hsLang=en#hapana-member-access-control-mac-doors) - [Cash Drawer](https://support.hapana.com/member-management?hsLang=en#cash-drawer) - [Marketing Solutions](https://support.hapana.com/marketing-solutions?hsLang=en#main-content) - [App](https://support.hapana.com/marketing-solutions?hsLang=en#app) - [Contacts](https://support.hapana.com/marketing-solutions?hsLang=en#contacts) - [Marketing](https://support.hapana.com/marketing-solutions?hsLang=en#marketing) - [Conversations](https://support.hapana.com/marketing-solutions?hsLang=en#conversations) - [Settings](https://support.hapana.com/marketing-solutions?hsLang=en#settings) - [Automations](https://support.hapana.com/marketing-solutions?hsLang=en#automations) - [Branded Solutions](https://support.hapana.com/branded-solutions?hsLang=en#main-content) - [Branded App](https://support.hapana.com/branded-solutions?hsLang=en#branded-app) - [Branded Kiosk](https://support.hapana.com/branded-solutions?hsLang=en#branded-kiosk) - [Hapana Hub](https://support.hapana.com/hapana-hub?hsLang=en) - [Website Embed Widgets](https://support.hapana.com/website-embed-widgets?hsLang=en) - [About us](https://hapana.com/about-us/) - [Careers](https://hapana.com/careers/) - [Contact us](https://hapana.com/contact-us/) - [Privacy policy](https://hapana.com/privacy-policy/) - [Terms & conditions](https://hapana.com/terms-and-conditions/) [![email-logo.png](https://support.hapana.com/hs-fs/hubfs/hapana_2022/email_2022/footer%20logo.png?width=300&height=78&name=footer%20logo.png "email-logo.png")](http://hapana.com?hsLang=en) Copyright © 2025, Hapana