Home Account, users and permissions How to Reset Your Password in Cloud Chat

How to Reset Your Password in Cloud Chat

Last updated on Oct 15, 2026

Before getting started, ensure you are accessing Cloud Chat via https://cloudchat.cloudhumans.com/app/login. If the link you use is outdated or the code does not arrive, see Users in Cloud Chat: how to create access and troubleshoot login issues.

When to use

  • You forgot your password and cannot access your account

  • You want to change your password for security or routine purposes

  • You are experiencing issues with the reset flow (code didn't arrive, password doesn't meet requirements)

Prerequisites

  • Access to the email registered with your Cloud Chat account

  • To change your password while logged in: be logged into Cloud Chat

About this tutorial

In Cloud Chat, there are two ways to reset or change your password:

  • Forgot my password — when you cannot access the account

  • Change password via profile settings — when you are already logged in and want to update it

Forgot my password

Step 1 — Initiate Recovery

  1. Go to the Cloud Chat login page

  2. Enter your account email and click to continue

  1. Click on Forgot your password?

  2. Click on Send code to receive the verification code via email

Step 2 — Retrieve the code from email

You will receive an email from [email protected] with the subject "Reset your Cloud Humans password".

Open it and copy the code indicated in Password reset verification code. If your second factor (2FA) is via email, the code arrives via SMS on your verified phone — see the section Where does the code go below.

Step 3 — Set a new password

Return to Cloud Chat and:

  1. Enter the code received

  2. Type the new password

  3. Confirm the new password

  4. Click on Change password

After completing, log in again using your new password.

Change password via profile settings

Step 1 — Access settings

  1. Click on your photo in the bottom-left menu

  1. Go to Profile Settings

Step 2 — Change the password

  1. Scroll to the Password section

  1. Enter the current password

  2. Create a new password

  3. Confirm the new password

  4. Click on Change Password

Where does the code go?

It depends on your two-factor authentication (2FA) method:

  • No 2FA or SMS-based 2FA — the reset code arrives via email ("Reset your Cloud Humans password").

  • Email 2FA with verified phone — the code arrives via SMS.

  • Email 2FA without a phone — password reset via code is not possible. You receive an email titled "Password Reset: contact your account administrator", and the administrator sets a temporary password in Settings → Agents.

More about the channels in Two-factor authentication (2FA): via SMS or email.

Common errors and how to resolve

"Invalid/expired code"

Request a new code and try again.

"User not found"

Verify you entered the correct email (the one used during registration).

"Password does not meet requirements"

Try a stronger password (longer, with varied characters — letters, numbers, and symbols).

Code did not arrive

Check for "Reset your Cloud Humans password" in the spam/junk email inbox and wait a few minutes. If your 2FA is via email, also check the SMS on your phone. If needed, request a resend.

Also verify if there are any blocks by your corporate email firewall or spam filters, and unblock the sender [email protected] if necessary.

If nothing works, contact your workspace administrator. When your 2FA is via email and no verified phone exists, code-based reset is not possible, and you will receive an email titled "Password Reset: contact your account administrator". In this case, the administrator can set a temporary password in Settings → Agents or resend the access email. More details in Cloud Chat Users.

Notes