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Set Password and Username

Updated: 7/3/2024 3:23 AM

Your username is assigned when you are added as a new user on the account. Once added, you must set your own password, set up a secret question, and set up your Voicemail PIN.

  • Your username and password provide you access to the Desktop App to manage your features and settings.
  • Your secret question is used if you forget your password so that you can attempt a password reset on your own. 
  • Your Voicemail PIN is used to access your voicemail messages from the device. For details, see Voicemail.
Manage Passwords and Secret Question

All users can change their own password and the answer to their secret question if signed in to the Desktop App. If you do not remember your password or answer to secret question, see Reset a Forgotten Password.

Change Your Own Password and Secret Question
Admin Portal - Super User /
Account Administrators
  1. Sign in to the Admin Portal.
  2. Click Phone System and then click Users.
  3. Hover over your username and click the Pencil icon. The Basic Info page is displayed.
     
    Password:
    1. Click Update Password.
    2. Enter your current password.
    3. Enter a new password and then re-enter to confirm.
    4. Click Update.
    NOTE: A successful password update logs you out of all active sessions. You are also logged out if you fail to enter your current password five times.
    Secret Question:
    1. Select a question from the menu and then enter the answer. 
    2. Click Save.
Desktop App - All Users
  1. Sign in to the Desktop App.
  2. Click your Avatar/Initials (top left), then click Settings. The Profile Settings page is displayed.
     
    Password:
    1. Scroll to Change Username and Password. 
    2. Click Update Password​​​​​.
    3. Enter your current password.
    4. Enter a new password and re-enter to confirm.
    5. Click Update.

      NOTE: A successful password update logs you out of all active sessions. You are also logged out if you fail to enter your current password five times.
    Secret Question:
    1. Scroll to Secret Question/Answer.
    2. Select a question from the menu and then enter the answer. 
    3. Click Save.
Mobile App (iOS/Android) - All Users
  1. Tap the Avatar/Initials (upper left) to open the Home menu.
  2. Tap Settings, then tap Profile.
  3. Tap Update Password.
  4. Enter the current password
  5. Enter a new password, confirm the password, and then tap Update Password.

    NOTE: A successful password update logs you out of all active sessions. You are also logged out if you fail to enter your current password five times.
 

Password Requirements:

  • Must be different from the previous five passwords.
  • Must contain 10-50 characters (including 4 out of 4 of the following: Uppercase, Lowercase, Numbers and Special Characters).
Reset a Forgotten Password

If you do not know the answer to your secret question, you must contact your Account Administrator to reset your password. Account Administrators can reset forgotten passwords for End Users and non-Account Administrators. Only the Super User can reset for Account Administrators. 

IMPORTANT: If you are unable to reset your password, Contact Us.

Admin Portal - Super User /
Account Administrators
  1. Sign in to the Admin Portal.
  2. Click Phone System and then click Users.
  3. Hover over the username to reset and then click the Key icon.

    A reset password link is sent to the email address associated with the username.
  4. The user should update the password. We strongly advise the user to update their Secret Question/Answer once they are signed in to the account again.
Desktop App - All Users
  1. Go to the Desktop App, then click Forgot your password.
  2. Enter your Vonage Username and then click Submit.
  3. Click Submit again.

    A reset password link is sent to the email address associated with the username. 
  4. Update your password. We strongly advise you to update your Secret Question/Answer once you are signed in to your account again.
Mobile App (iOS/Android) - All Users
  1. Open the Mobile App, then tap Sign In.
  2. Tap Forgot password? (bottom right).
  3. Enter your Vonage Username, then mark the box to confirm you are not a robot. You may be prompted to select certain images to further confirm.
  4. Tap Submit.

    A reset password link is sent to the email address associated with the username.
  5. Update your password. We strongly advise you to update your Secret Question/Answer once you are signed in to your account again.
Manage Usernames
Change a Username

Only the Super User and Administrators can change the username of any user and this includes their own. If you do not remember your username, see Recover a Forgotten Username. 

  1. Sign in to the Admin Portal.
  2. Click Phone System and then click Users.
  3. Hover over the user, then click the Pencil icon. 
  4. Update the Username as needed and inform the user.
  5. Click Save.  

    NOTE: A warning message displays when you change your own username. This message advises you that you will be logged out of the system and need to re-login.
Recover a Forgotten Username

The Super User and Administrators can recover a username for all users when signed in to the Admin Portal.

IMPORTANT: If you are unable to recover your username, Contact Us for assistance.

Super User /
Account Administrators
  1. Sign in to the Admin Portal.
  2. Click Phone System and then click Users.
  3. Locate the user and view the User Name column.
All Users
  • Check your email for the New User Information, which you received from donotreply-vb@vonage.com when your account was created.
  • Request that your Administrator recover your username.
 

     

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