Recover your password¶
Draft guide based on the current final designs and inspected implementation. The frontend is still being completed. Label differences and known recovery problems are identified below; a live recovery and reader walkthrough have not been performed.
Use this journey when you have forgotten the password for an active Zerohive account. For a deactivated account, use account recovery. For a new account awaiting activation, use account activation.
Before you begin¶
Open the Zerohive sign-in address supplied for your environment. You need the email address registered to your account and access to that mailbox. A workspace invitation or membership does not replace access to the account email.
Keep the recovery in the same browser while you check your email. After the code is accepted, the current application keeps information needed to complete the reset in that browser's protected session. Opening the new-password page in a different browser does not carry that confirmation across.
Do not share your password or reset code with a colleague, manager or support agent. A request email by itself does not mean that your password has changed.
Request a reset code¶
- From sign-in, select Forgot password?.
- On Forgot your password?, enter the Email for the account you want to recover.
- Select Send reset code.
- On Check your email, open the message in that mailbox. Check filtered or junk messages if necessary.
- Select Enter reset code to continue.
The confirmation deliberately uses conditional wording about whether the account exists. Do not use it to decide whether an address has a Zerohive account. In the current frontend, this screen can also appear after a failed request, so it does not prove that an email was sent or delivered.
The code is generated for password recovery and expires 30 minutes after it is issued. Delivery delays use part of that time. A newly issued reset code replaces the previous pending reset code; use the newest message for this purpose. A sign-in, account-activation or PIN-update code cannot substitute for it.
Confirm the code¶
- Check that the account email is correct.
- Enter the six-digit password reset code from your newest message.
- Select Verify reset code.
- Continue only when the new-password step opens.
The final design calls this screen Enter your 6-digit code. The current frontend calls it Enter your reset code.
If you entered the wrong email, the final design provides Use different email. The current frontend instead has Back to sign in; return to sign-in and start Forgot password? with the correct address.
If the code is rejected or expired, request another through the recovery screen. The final design labels this Send code again; the current frontend uses Send a new code, which returns to the email-entry form. Enter your email and select Send reset code there. Merely opening that form does not send anything.
Create the new password¶
- On Create a new password, check the displayed Email.
- Enter your new Password.
- In the final design, enter the same value in Confirm.
- Select Reset password once and wait for the result.
- When the reset completes, select Back to sign in in the final design, or Go to sign in in the current frontend.
The current frontend has one password field and a read-only Code verified field; it has not implemented the final design's confirmation field. Review the password carefully before submitting. The verified code and reset confirmation are carried by the application; you should not copy a hidden value or modify the address bar to complete the reset.
If the displayed account is wrong, stop and restart recovery for the intended email. The current submission uses the account saved during code confirmation, so changing a displayed URL or email is not a supported way to switch accounts.
The final designs show the completion heading Your password is reset. The current frontend shows Your password is updated. Opening a completion page directly does not perform a reset; reach it by completing the preceding steps and verify the result by signing in.
Choose a password the service accepts¶
Use at least eight characters. For a password shorter than sixteen characters, include at least three of these four groups:
- Uppercase letters.
- Lowercase letters.
- Numbers.
- Symbols other than whitespace.
A passphrase of sixteen or more characters does not need the shorter-password group mix. An all-whitespace value is not accepted. Use a password unique to this account, and follow any additional requirement returned by the identity service.
The final design currently says only “Use at least 8 characters”; that is incomplete guidance for shorter passwords. The frontend displays the more detailed rule, but its character checks can differ from the backend for whitespace and non-ASCII characters. The current submission also trims spaces at the beginning and end. Avoid relying on those outer spaces as part of the password. If an apparently valid value is rejected, choose another value that meets the displayed rule and report a repeated mismatch without sharing the password.
Sign in after recovery¶
Sign in with the account email and the new password. Complete extra verification if requested, then choose a permitted workspace. Resetting the password does not disable extra verification or bypass an organization's access policy.
A successful password change requests a separate Password changed notification. That email is an account-change notice, not another code that must be entered. Its absence alone does not establish that the password change failed.
Workspace membership, assigned roles, a disabled account and unavailable products must be resolved through their own processes. If the new password works but a workspace remains unavailable, contact the organization administrator with that workspace's message.
Recover from an interruption¶
If code confirmation succeeded but the browser lost its saved confirmation, restart from Forgot password?. Keep the next attempt in the same browser and use the newly requested code.
If Reset password reports an error or the response is lost, try signing in with the new password before requesting another reset. The password may have changed at the identity service even though a later part of the request failed. If sign-in rejects it, start a fresh recovery attempt; if the result remains unclear, contact support.
The current frontend sends several different failures to The reset code did not work, including failures after entering a new password. That message does not reliably identify which step failed. Tell support whether the error appeared before or after you submitted the new password.
Do not repeatedly submit the same completed step or alternate between several open recovery tabs. A newer confirmation can replace the one another tab is using. Close obsolete recovery tabs once you have regained access.
Troubleshoot by symptom¶
| Symptom | Meaning to consider | What to do |
|---|---|---|
| Check-email screen but no message | Wrong mailbox, filtered message, delivery delay or failed request | Check the address and filtered mail; make one fresh request, then contact support if still unavailable |
| Code rejected | Wrong purpose, replaced/expired code or account state changed | Use the newest reset code, or restart recovery |
| Account is inactive | Password recovery cannot reactivate the account | Follow account recovery or contact authorized support |
| New-password screen appeared but saving fails | Missing browser confirmation, rejected password, stale confirmation or service failure | Check the account and password rule; if the result is uncertain, try signing in with the new password |
| Password works but work is unavailable | Membership, permissions or workspace/product availability | Ask the organization administrator to investigate access |
| You received an unrequested reset-code email | A code was requested; this alone does not change the password | Do not share or use it; contact support if concerned |
| You received an unrecognized password-change notice | The notice concerns a password change | Contact support immediately through your established channel |
Guidance for each reader¶
Users: finish the request, confirmation and password steps in order. Use the latest password for the next sign-in. If you cannot access the account mailbox, contact support; this guide does not establish a self-service alternative verification route.
Managers and executives: confirm that the person regains the work access they need after sign-in. Do not treat a password change as an access approval, account reactivation, service-level guarantee or proof that all other sessions ended.
Organization administrators: investigate workspace membership and permissions separately. Do not request the person's password or code. An administrator's role does not automatically establish authority to reset another person's account through this self-service journey.
Platform staff and support: identify the failed stage, environment, approximate time, visible message and whether a fresh sign-in worked. Use the support identifier when the person can access their profile. Never attach passwords, reset codes, browser cookies or hidden confirmation values to a ticket.
Engineering, design and operations teams: qualify the complete journey against current source, final designs and the target environment, including email delivery, interrupted confirmation, uncertain password changes and session behavior. The private integration reference records these boundaries and the remaining implementation work.