---
title: Changing and Recovering Passwords
slug: neurons-for-itsm/admin-user-help/enu/latest/changing-and-recovering-passwords
docTags: 
createdAt: 2026-07-14T19:16:51.263Z
---

The application creates a user password whenever a user record is created. Internal user passwords are stored in the user database, but external user passwords are not.

## Changing Your Password

1. Log in to Neurons for ITSM.
2. Click on your user name or image in the header bar and then select **Change Password**.

:::Paragraph{indent="1"}
The **Change Password** dialog box is displayed.
:::

3. Enter your old password.
4. Set your new password and confirm it.
5. Click **Change**.
6. Log out and log in again to use the new password.

## Recovering Your Password

:::hint{type="info"}
- By default, the password recover feature is disabled; the Administrator has to enable it from the Configuration console. If you forget your password and are unable to recover it, reach out to your Administrator.
- Password recovery is applicable for internal authorization and does not work for external logins. Ask your administrator about recovering a password when using external authentication.
:::

If you forget your password, do the following:

1. Click **Forgot password?** from the main login window.

:::Paragraph{indent="1"}
*Forgot Password*
:::

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2. Enter your user name or email address and click **Submit**.

:::Paragraph{indent="1"}
You will receive a one-time reset link to your registered email address. The link will expire in 20 minutes or as configured by your administrator.
:::

3. Click the link. You will be re-directed to the **Reset Password** page.
4. Enter your **User ID**, **New Password** and **Confirm Password**. If you do not know your **User ID**, contact your organization's administrator.
5. Select **Submit**.

:::hint{type="info"}
If you get this message - "Login Failed. The username or password is incorrect. Please re-type the details and try again." when trying to change or recover your password , then your password might have not reached the minimum age to change. In such a case, reach out to your organization's Administrator to help you recover or change the password.
:::