Login issue

Sabrina Wong
Sabrina Wong
First Anniversary Kudos 1 Name Dropper Facilitator 1
in Blackbaud Financial Edge NXT® General Discussions

Hi My temporary accountant attempted to log into her account using her recovery code, but it didn't work. Since she is a temporary employee, her recovery code was set to be sent to one of our admin's phones, and the admin is currently on vacation. I contacted Blackbaud support, but they were unable to assist. How can I reset her password? Thanks

Comments

  • Christine Robertson
    Christine Robertson
    Kudos 5 Name Dropper Participant First Anniversary

    @Sabrina Wong Tagging @Crystal Bruce to see if she can help with this in any way.

  • Jann McKenzie
    Jann McKenzie
    Eighth Anniversary Kudos 1 Name Dropper Participant

    @Sabrina Wong I don't think you can without getting Blackbaud to do it. To my knowledge, the only place to reset passwords is in the individual's account which you can't get into without a password or a recovery code. Also only place to reset MFA. I just went through two cases where employee didn't have their recovery code and it took several days to get Blackbaud to reset, in these cases, the MFA. But I think passwords would be the same. Recovery Codes are very important. Good luck!

  • Sabrina Wong
    Sabrina Wong
    First Anniversary Kudos 1 Name Dropper Facilitator 1

    @Jann McKenzie
    Thank you very much for the information. My co worker used her recovery password but still not working. We are still waiting for Blackbaud to reset her pw which really delayed her work

  • Jann McKenzie
    Jann McKenzie
    Eighth Anniversary Kudos 1 Name Dropper Participant

    @Sabrina Wong It would be helpful to contact your Customer Success Manager to escalate your case.

Categories