# Password change issues **URL:** \ **Category:** GBVIMS\ **Tags:** v1-5\ **Created:** [August 12, 2019, 3:20pm UTC](https://support.primero.org/forum/t/password-change-issues/248 "2019-08-12T15:20:21Z")\ **Posts on this page:** 12\ **Page:** 1
**Author:** ![ekormawa](https://support.primero.org/forum/letter_avatar_proxy/v4/letter/e/6f9a4e/32.png) [@ekormawa](https://support.primero.org/forum/u/ekormawa)\ **Post date:** [August 12, 2019, 3:20pm UTC](https://support.primero.org/forum/t/password-change-issues/248/1 "2019-08-12T15:20:21Z")
Hi there, one of my GBVIMS organisation focal points ‘forgot’ their password . As System Admin I changed it to the nominated password and saved the changes. Since then however, my GBVIMS FP has still not been able to log in to their profile. There have also been reports of other caseworkers in the said organisation complaining of the same issue. Please help! ---
**Author:** ![irlawrence](https://support.primero.org/forum/user_avatar/support.primero.org/irlawrence/32/8_2.png) [@irlawrence](https://support.primero.org/forum/u/irlawrence)\ **Post date:** [August 12, 2019, 6:39pm UTC](https://support.primero.org/forum/t/password-change-issues/248/2 "2019-08-12T18:39:38Z")
Hi You may need to restart the primero process in order for theses changes to be picked up. So that is `sudo /srv/primero/bin/primeroctrl restart` If you do not feel confident to do this (or dont actually have access to the machine) let me know or create a helpdesk ticket and I can do it for you ---
**Author:** ![ekormawa](https://support.primero.org/forum/letter_avatar_proxy/v4/letter/e/6f9a4e/32.png) [@ekormawa](https://support.primero.org/forum/u/ekormawa)\ **Post date:** [August 13, 2019, 7:21am UTC](https://support.primero.org/forum/t/password-change-issues/248/3 "2019-08-13T07:21:45Z")
Thanks for your msg @irlawrence! Apologies, but do you mind breaking this down step by step? Perhaps I could try this step before we escalate to the creation of a helpdesk ticket? Also, I do not have access to the machine of the Focal Point as I am supporting remotely. Many thanks. ---
**Author:** ![irlawrence](https://support.primero.org/forum/user_avatar/support.primero.org/irlawrence/32/8_2.png) [@irlawrence](https://support.primero.org/forum/u/irlawrence)\ **Post date:** [August 13, 2019, 5:07pm UTC](https://support.primero.org/forum/t/password-change-issues/248/4 "2019-08-13T17:07:11Z")
> [@ekormawa](#): > > Also, I do not have access to the machine of the Focal Point as I am supporting remotely. You do not need access to the users machine but you do need access to the server where Primero is running. I assume you do not have this so its best I think to create a helpdesk ticket (with more details of the implementation you are supporting). To do this click the blue button ‘Create Helpdesk request’ at the top of this thread - see below ![image](https://support.primero.org/uploads/primero/original/1X/4d8dbf8f81f2d00101f9d0e2e558bc88ee0d0348.png) ---
**Author:** ![community](https://support.primero.org/forum/user_avatar/support.primero.org/community/32/1_2.png) [@community](https://support.primero.org/forum/u/community)\ **Post date:** [August 13, 2019, 11:16pm UTC](https://support.primero.org/forum/t/password-change-issues/248/5 "2019-08-13T23:16:34Z")
## New public comment was posted to Helpdesk by Ian Lawrence I have restarted the process on the server. Can you verify with your focal point that this resolves the issue please ---
**Author:** ![irlawrence](https://support.primero.org/forum/user_avatar/support.primero.org/irlawrence/32/8_2.png) [@irlawrence](https://support.primero.org/forum/u/irlawrence)\ **Post date:** [August 19, 2019, 11:10am UTC](https://support.primero.org/forum/t/password-change-issues/248/6 "2019-08-19T11:10:08Z")
@ekormawa can you confirm that this worked? I can then close the helpdesk ticket. Thanks! ---
**Author:** ![irlawrence](https://support.primero.org/forum/user_avatar/support.primero.org/irlawrence/32/8_2.png) [@irlawrence](https://support.primero.org/forum/u/irlawrence)\ **Post date:** [August 19, 2019, 11:56am UTC](https://support.primero.org/forum/t/password-change-issues/248/7 "2019-08-19T11:56:39Z")
> [@On another topic](https://support.primero.org/forum/t/249/2): > > @irlawrence, sorry for the delay in getting back to you! > > It worked! > > Thanks so much for your assistance. Proposed solution worked so closing the ticket ---
**Author:** ![ekormawa](https://support.primero.org/forum/letter_avatar_proxy/v4/letter/e/6f9a4e/32.png) [@ekormawa](https://support.primero.org/forum/u/ekormawa)\ **Post date:** [April 22, 2021, 9:04am UTC](https://support.primero.org/forum/t/password-change-issues/248/8 "2021-04-22T09:04:51Z")
Lebanon- GBVIMS+ version 1.7 Hello, changing passwords for users is not being registered. Password change was attempted by the caseworker, the organization focal point, and by me as the system administrator with no change. Error message when trying to login is that it is an invalid credential. Your support in resolving would be appreciated. ---
**Author:** ![irlawrence](https://support.primero.org/forum/user_avatar/support.primero.org/irlawrence/32/8_2.png) [@irlawrence](https://support.primero.org/forum/u/irlawrence)\ **Post date:** [April 23, 2021, 10:53am UTC](https://support.primero.org/forum/t/password-change-issues/248/9 "2021-04-23T10:53:44Z")
I think the process needs to restart. See above ---
**Author:** ![ekormawa](https://support.primero.org/forum/letter_avatar_proxy/v4/letter/e/6f9a4e/32.png) [@ekormawa](https://support.primero.org/forum/u/ekormawa)\ **Post date:** [April 23, 2021, 10:57am UTC](https://support.primero.org/forum/t/password-change-issues/248/10 "2021-04-23T10:57:36Z")
Thanks. I am unable to restart the process- please could this request be tagged to Quoin? Or do you recommend I create a ticket? @jack.miszencin ---
**Author:** ![jack.miszencin](https://support.primero.org/forum/letter_avatar_proxy/v4/letter/j/90ced4/32.png) [@jack.miszencin](https://support.primero.org/forum/u/jack.miszencin)\ **Post date:** [April 23, 2021, 12:50pm UTC](https://support.primero.org/forum/t/password-change-issues/248/11 "2021-04-23T12:50:44Z")
Hi Elfriede, We’ve restarted your server. Please let us know if the problem persists. Thanks, Jack ---
**Author:** ![ekormawa](https://support.primero.org/forum/letter_avatar_proxy/v4/letter/e/6f9a4e/32.png) [@ekormawa](https://support.primero.org/forum/u/ekormawa)\ **Post date:** [April 23, 2021, 1:05pm UTC](https://support.primero.org/forum/t/password-change-issues/248/12 "2021-04-23T13:05:45Z")
Hi Jack, Thanks for your support on this. Happy to confirm the problem has been resolved. Kind regards Elfriede