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It is important to note that resetting a customer’s password can only be done for those who have access to at least one product and login credentials. You can tell if your contact is a customer by the checkmark next to their name or inside their contact profile under the Contact status section.
Customerstatus
Note: The password reset link will expire after 6 hours and should be reset in a timely manner. However, if the password reset link has expired by the time your Customer clicks the link, simply repeat the steps to send a password reset link.

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Customer can’t log into a site

If your Customer forgets their login, they can click Forgot Password on the site login page and Kajabi will send a password reset link to their email inbox: Forgot Password on login page You can customize the Login Page to match your brand and language. If the user submits an email address matching the email address of a Customer in your Contacts tab, they will receive a reset password instructions email in their email inbox. Your customer can reset their password by clicking the link in the email: Password reset email
Tip: If your customer hasn’t received the reset email, first ask them to check their spam or junk folder. If it’s still not there after a few minutes:
  • Confirm the email address matches exactly what’s in your Contacts tab.
  • Use the Reset Password button directly from their Contacts profile (see below) to trigger a fresh reset email.
  • If the email still doesn’t arrive, skip the email entirely and use Change Password to set a temporary password and share it with the customer directly. This is the fastest resolution when email delivery is failing.

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Send password to customer email

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Manually send a password reset email to a Customer

  1. Open the Contacts tab from the Dashboard.
  2. Select the Customer’s name to open their Profile.
  3. Click Reset Password.
  4. Confirm by clicking Send email:
Note: The reset link expires after 6 hours. If your customer clicks the link after it has expired, simply repeat these steps to send a new one. If the email is consistently not arriving for a customer — or for multiple customers — contact Kajabi Support. The customer’s email address may be on a suppression or bounce list, or there may be a sending domain issue.If the Send Password or Change Password option is not visible in your Admin account, this indicates that the Contact is not yet a Customer. Learn about the difference between a Contact and a Customer.
Your Customer will receive an email to reset their password containing the link to reset their password: Password reset email received

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Change a customer’s password

Provide your Customer with a temporary password to help them log in to your site. Your Customer can then change their password within their Account Settings. Learn how your Customer can update their account information.

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Manually create a password for a Customer

Use this when the reset email isn’t working. If a customer cannot receive the password reset email (it’s not in spam, and resending hasn’t helped), setting a manual temporary password is the fastest way to restore their access without waiting on email delivery.
  1. Open the Contacts tab from the Dashboard.
  2. Select the Customer’s name to open their Profile.
  3. Click the … icon to open More Actions.
  4. Select Change Password.
  5. Enter the Customer’s temporary password.
  6. Click Save to apply:
After creating the Customer’s temporary password, send the Customer their temporary login information through your preferred form of communication.