If you or one of your associates is locked out of Clientbook, or if someone simply needs a new password, there are a few ways to get back in. This article covers how to use the Forgot Password feature, how Admins and Managers can resend a password for someone on their team, and what to do if the reset email is not coming through.
Option 1: Use the Forgot Password Feature (Self-Service)
If an associate knows their email address but has forgotten their password, they can reset it from the login page without needing help from an Admin.
- Go to dashboard.clientbook.com on a web browser, or open the Clientbook mobile app.
- On the login screen, click or tap Forgot Password?
- Enter the email address associated with your Clientbook account and submit the form.
- Check your email inbox for a password reset link from Clientbook. Click the link and follow the prompts to create a new password.
- Once your new password is saved, log in with your email and new password on the Dashboard or mobile app.
Important: The email address you enter must match the email on file in your Clientbook associate profile. If you are not sure which email was used, ask your store's Admin or Manager to check.
Option 2: Admin or Manager Resends Credentials
If you are an Admin or Manager, you can "resend invitation", which includes the associate's login credentials to their email.
- Log in to the Clientbook Dashboard (Desktop) as an Admin or Manager.
- Click the Setup tab at the top of the page. Then click on the Setup dropdown and select Associates.
- Find the associate whose password you need to resend. Click on their name.
- Click Resend Invitation.
- Have your associate check their email with a subject containing "Welcome to Clientbook!"
Already Logged In? Change Your Own Password
If you can still log in and just want to update your password, you can do that from your profile settings without needing anyone else's help.
On the Dashboard (Desktop):
- Click your profile icon in the top right corner.
- Select Edit Profile.
- Click Change Password.
- Enter your new password and save your changes.
On the Mobile App: Tap your profile picture at the bottom of the screen, go to Settings, then tap Change Login Credentials. For the full walkthrough with screenshots, see How to Change Your Password [Mobile].
Troubleshooting: Reset Email Not Arriving
If you used the Forgot Password feature but have not received the reset email, try the following:
- Check your spam or junk folder. Sometimes the reset email gets filtered by your email provider.
- Confirm you entered the correct email address. The email must match exactly what is on file in your Clientbook profile. If you are not sure, ask your Admin or Manager to check under Setup > Associates.
- Wait a few minutes and try again. In some cases, email delivery can be delayed depending on your provider.
- Ask your Admin or Manager for help. If the email still does not arrive, an Admin or Manager on your account can resend your password directly using the steps in Option 2 above.
If none of these steps resolve the issue, please reach out to our support team for help.
Frequently Asked Questions
Can an associate reset their own password without Admin help?
Yes. Any associate can use the Forgot Password feature on the login page, or change their password from their profile settings if they are already logged in.
What if my associate is not showing up in the Associates list?
If you cannot find the associate in Setup > Associates, they may not have been added to Clientbook yet. You will need to create their profile first. See How do I add a new associate to Clientbook? for step-by-step instructions.
Can I change the email address (username) for an associate?
Yes. Admins and Managers can update an associate's email through Edit Associate. Keep in mind that the email is used as their login username, so the associate will need to use the new email to sign in after the change. See How do I edit my associate's information? for more details.
What makes a good password?
We recommend using at least 12 characters with a mix of uppercase and lowercase letters, numbers, and symbols. Avoid reusing passwords from other accounts. For more tips, see Why Password Security Matters.