Resetting a Forgotten Password

Overview

If a user can no longer remember the password for the Virtual-Call UC Client or the Cloud PBX web portal, they can request a password reset link by email. This self-service option lets users regain access without waiting for an administrator, as long as they still have access to the email address linked to their extension.

Prerequisites

• The user knows their extension number or username (in most cases, their own email address).
• The user has access to the email address associated with their extension.
• An administrator has not disabled self-service password reset for the account.

Step-by-Step Configuration

1. Open the Virtual-Call UC Client login page in a web browser. The address has the form https://yoursubdomain.virtual-call.net.
2. Click Forgot Password? Below the login fields.
3. On the Forgot Password page, enter the following information:
   • Extension number or username: the login identifier (usually your email address).
   • Email address: the email address linked to the extension.
4. Click Send.
5. Check the inbox of the entered email address for a password reset message.
6. Open the email and click the reset link.
   Note: The link is valid for 30 minutes and can only be used once. If it expires, repeat the request.
7. On the Reset Password page, enter the new password twice, then click Save.

The new password now applies to both the Virtual-Call UC Client and the Cloud PBX web portal.

Common Issues & Troubleshooting

• Symptom: No reset email arrives.
  Cause: The email address on file may be outdated, incorrect, or the message was filtered as spam.
  Solution: Check the spam/junk folder. If nothing arrives within a few minutes, contact your administrator to verify or update the email address on your extension.
• Symptom: The reset link no longer works.
  Cause: The link has expired (valid for 30 minutes) or was already used once.
  Solution: Go back to the login page and request a new reset link.
• Symptom: The user no longer has access to the email address on file.
  Cause: Self-service reset always requires the linked email address; there is no alternative verification method.
  Solution: Contact your administrator, who can update the email address on the extension or reset the password directly.

Best Practices

• Keep the email address on your extension up-to-date so password resets always reach you.
• Choose a unique password for your Virtual-Call account rather than reusing one from another service.
• If you suspect unauthorized access to your account, reset your password immediately and inform your administrator.

Security Notes

• Reset links are single-use and expire after 30 minutes to reduce the risk of misuse.
• Administrators cannot see a user's current password; a reset always generates a new one.