How can I reset a user's password?
Via the Administration Centre
To reset a user's password, click on the Administration Centre and then select the People tab.
Click on the 'Filter' button, add their name to the 'Specific employee' field and click 'Show results'.
Click 'Edit' and then click the 'Reset user's password' button.
Via the user's profile
Alternatively, you can reset a user's password directly from their profile. Start by searching for the user.
Click on the cog icon and then scroll down to click the 'Reset user's password' button.
Tip: If the user is not receiving the reset password email, make sure their emails are not bouncing. If there's a red envelope next to their email address but their email address is correct, you can clear their email address from our suppressions list.
What does the red envelope mean next to a user's email address mean?
In the Administration Centre > People tab, you may see a little red envelope next to some profiles. This means that the last email sent to their email address bounced. If you hover over the red envelope, it will tell you when this bounce occurred.
Our help page on Email deliverability and allowlisting has more information on why this can happen.
It can mean that the email address has been added to our Sparkpost suppressions list and will need to be removed before they will receive anymore emails.
We use Sparkpost to tell Talos Perform when an email we have sent has hard bounced. This usually happens when the user's email address has been entered into Talos Perform incorrectly or when an email address has been added to Talos Perform before it's been activated by your IT team. Without this feature, we'd see many more people unable to log in or receive alerts due to incorrect email addresses.
If you see the red envelope on someone's profile, but they do have the correct email address in Talos Perform, click 'Edit' and then click the 'Remove email bounced warning' button.
When you click on this it will remove the email address from our suppressions list on Sparkpost and clear the bounce date. If unsuccessful, you will get an error message.
What does the 'Sorry - [email]/[employeeID] already exists' error message mean?
If you try to add, edit or deactivate a user who has the same email or employeeID as another one on Talos Perform, you will get the following error message. We use email addresses and employeeID as the unique identifiers for each user so no two email addresses can match across any account and no two employeeIDs can match across your account.
To solve this, you will need to find where the email address or employeeID is already being used.
Deactivated users
Click on the Administration Centre and then select the People tab.
Click on the 'Filter' button, change the 'Status' field to 'Deactivated' or 'All', add their name to the 'Specific employee' field and click 'Show results'.
If you find the email address or employeeID here and it belongs to the same user, you can reactivate them.
If you find the email address or employeeID here and it is being used for a different user, click edit and change it to something else (eg. put .old at the end). You will then be able to add the new user with the email address or employeeID.
External feedback-givers
Alternatively, if you're using external feedback, the email address might already be on the system if the user has previously given external feedback.
Click on the Administration Centre and then select the People tab.
Click on the 'Filter' button, change the 'Type' field to 'External', add their email address to the 'Search for text' field and click 'Show results'.
If you find the email address here and it belongs to the same user, you will need to change the user to be a regular user on your account. To do this, please edit the user and change the 'User type' field to 'Normal'.
Note: If you can't find the user in your deactivated list or external feedback-giver list, and you're using the Administration Group feature on your account, the user is likely in an Administration Group that you don't have access to. Please contact your main account Administrator.
I can't find an existing user, where should I look?
If you're searching for a user and can't find them, there's a few places to look.
Deactivated users - Click on the Administration Centre and then select the People tab. Click on the 'Filter' button, change the 'Status' field to 'Deactivated' or 'All', add their name to the 'Specific employee' field and click 'Show results'.
External feedback-givers - Click on the Administration Centre and then select the People tab. Click on the 'Filter' button, change the 'Type' field to 'External', add their email address to the 'Search for text' field and click 'Show results'.
An Administration Group you don't have access to - If you're using this feature and have tried options 1 and 2, the user is likely in a hidden Administration Group. Please contact your main account administrator.