Reset a Learner's Password from IQ
A Learner who signs in with a Skyllful username and password can have that password reset from their own page in Skyllful IQ, and this article covers where the fields are, what to hand the Learner afterwards, and why the fields are missing for some Learners.
When can you reset a Learner's password here?
Only when the Learner signs in to Skyllful with a username and password that Skyllful holds.
If your organization uses single sign-on, through Microsoft Entra ID, Okta, or anything similar, the Learner's credentials live in that system and Skyllful never sees them. There is nothing for IQ to reset, and the fields described below simply do not appear.
That is worth knowing before you go looking, because a missing control reads like a broken screen when it is actually the correct behavior for that Learner.
Where is it?
On the Learner's own page in Skyllful IQ, in the block at the top beside their name.
Step |
Action |
|---|---|
| 1 | Open the Assignment in Skyllful IQ and go to the Learners lens. |
| 2 | Click the Learner's name to open their page. If you do not know which Assignment they are in, use the search control in the top bar and search by first name, last name, email or employee ID. |
| 3 | Look at the block beside their name, beneath Role, Location and Reports to. |
For a Skyllful-hosted Learner that block also carries their Username, a New Password field, a Confirm New Password field, and a Reset Password button.
How do you reset it?
Step |
Action |
|---|---|
| 1 | Choose a temporary password. You are setting it on the Learner's behalf, so pick something you are willing to send them. |
| 2 | Type it into New Password. |
| 3 | Type the same thing into Confirm New Password. Reset Password stays inactive until both fields are filled. |
| 4 | Click Reset Password. |
Note: This sets the password immediately. There is no email to the Learner and no notification, so nothing reaches them until you tell them yourself.
What do you send the Learner?
Two things, and the second is easy to forget.
- The temporary password you just set.
- Their username, which is displayed in the same block. Learners who have not signed in for a while often do not remember it, and it is the most common reason a reset does not solve the problem.
The Learner signs in with those, and is then prompted to set a password of their own.
Best practice: Send the password by whatever channel your organization uses for that kind of thing, and send it to the Learner rather than to their manager. Then confirm they got in, because until they sign in you have no way of knowing the reset worked.
The fields are not there. What now?
Work through these in order.
Check |
What it means |
|---|---|
| Does your organization use single sign-on? | Then this feature is not available for your Learners, and their password is reset in that system instead. |
| Are you on the Learner's own page, rather than the Learners list? | The fields are on the individual Learner's page, in the block beside their name. |
| Does this Learner have a Username shown? | No Username means no Skyllful-held credentials, which is the same situation as single sign-on. |
FAQ
Does the Learner get an email when I reset their password? No. Nothing is sent automatically. You give them the temporary password yourself.
Can the Learner reset their own password instead? Yes, self-service reset exists separately for Learners who can still sign in or recover their account. This article covers the administrator route for a Learner who cannot.
Why can I reset one Learner's password but not another's? Because they sign in differently. Only Learners whose credentials Skyllful holds can be reset here.
Where do I find the Learner's username? It is displayed in the same block as the password fields, on their page in IQ.
Do I need to be an administrator? You need access to Skyllful IQ and to the Assignment the Learner is in.
Does resetting a password affect the Learner's training progress? No. It changes how they sign in and nothing else.
Skyllful Knowledge Base | Administrators, Managers