If you're having trouble accessing the platform, a user with a company admin role or higher (MSP) has several options available to recover or reset credentials.
Resend the Welcome Email to Users in Bulk
In the "User Management" section, by clicking the three vertical dots next to the "Inactive Users" card, you can send the Welcome Email in bulk to all inactive users, or filter by one or more Organizations. If you don't select anything, the email will be sent to all inactive users.
Each new send cancels previous password. The user must use only the password received in the most recent email, as previous versions will no longer be valid.
A user is considered inactive if all the following conditions are met:
- not deleted
- not suspended
- has never logged into the platform (has not accepted the privacy policy)
- has at least one Awareness or Channel license; Phishing licenses are EXCLUDED
What Happens When You Click "Confirm"
The email is not sent in real time. Eligible users will receive the notification during the same day, within a window between 08:00 and 16:00 (server time).
Possible outcomes on the platform:
- Success → "Request accepted: email scheduled for N users," where N is the number of recipients actually accepted.
- No recipients → "No eligible recipients found for the selected filters" (the filter combination did not produce any eligible users).
- Error → "An error occurred during the bulk sending of welcome emails" (technical error). In this case, please contact LibraCyber support.
Be careful with multiple sends --> Each confirmation starts a new delivery cycle. If you perform this action more than once in the same day for the same company or with the same Organization filter, eligible users will receive the welcome email multiple times. We recommend not running this function more than once per day for the same group of inactive users
Send a New Welcome Email to a Single User
If a user does not have their login credentials, the company admin/MSP can resend the welcome email by following these steps:
- Activate Student Caring “First Awareness or Channel license association"
- Manually send the welcome email
- Click the three vertical dots icon next to the user's name in the "Manage Users" section
- Select the “Send Welcome Email” option.
This option is visible only if the Student Caring for "First license association" is active. Otherwise, the button will not be available.
🔄 Resetting the Password for a Single User
If you want to force the generation of a new temporary password for a user, the company admin (or MSP) can:
Click the three vertical dots next to the user's name in the "Manage User" section
Select the “Reset Password” option.
This action will send the user a new email with a link, valid for two hours, to change their password.