If a user has lost their password or can't remember it, they can click on the "I Forgot My Password" button in the login screen. In the next window the user is asked to enter their email or phone number.
If an account exists with the email or phone number entered, the user will be sent a link with instructions for how to reset the password. If no account exists, the user will not receive a link and instead they need to send an email to the mailbox link in the login screen.
The email goes to an email address that the main global administrator on the customer side has specified in the Dashboard Settings (Dashboard > Settings > General > Support E-Mail Address).
The person(s) responsible for monitoring this email inbox will receive the password reset request, assess whether the request can be fulfilled, and if the answer is yes they will send the user a new password as described in our Login Instructions article.