Forgotten passwords are the most common support request a Tanca administrator receives. You can handle it right in the employee profile, without contacting Tanca.
Steps
- Go to HR.
- Click the name of the person whose password you want to reset.
- In the top bar of the profile, click Reset Password.
- Follow the dialog that appears and let the user know.
The Reset Password button is in the profile's title bar, next to the three-dot button — it's not inside any tab. Many people look for it in the Personal tab by mistake and can't find it.
Before resetting — verify the requester
Resetting a password is an action that grants access to an account. Requests via message or phone can be faked. Verify before you click.
- Call back on the phone number recorded in the profile, not the number the requester just gave you.
- Or confirm through that person's line manager.
- For accounts with high permissions — the Manager group, people who can see salaries — verify in person, not via chat.
What to check if the reset doesn't work
| Symptom | Check |
|---|---|
| The user receives nothing after the reset | Whether the email and phone number in the profile are correct and don't duplicate someone else's — see the Email column in the employee list |
| Still can't log in after the reset | Whether the profile status is Active |
| Can access the web but not the app | Check the Permissions › Mobile tab of that profile (article C1-04) |
Tanca does not currently have two-factor authentication (2FA/OTP) for web accounts. The Security Center has no option to enable two-factor authentication, and nowhere else in the settings offers this feature. So the password is the only layer of protection for administrator accounts — use a long password, don't reuse one from another system, and change it immediately when someone leaves the company.
After resetting a password, record: the date and time, which account, who requested it, and who verified it. The system doesn't keep this log in one central place — you can only see it in the History tab of each profile (article C1-07).
