Premier - Resetting User Passwords
⏱️ Estimated time: 3 minutes
👤 Role: Administrators, Site Managers, System Users
What you'll learn
- How to reset a user's password using administrative tools in PremierCore.
- How to perform a self-service password reset using the Cloud Account Login portal.
- Key security practices and verification requirements before updating account credentials.
When should I use this?
Use this guide when a team member has forgotten their login credentials, locked themselves out, or requires a password update to maintain account security.
Password resets must be handled by the hotel directly, as Journey Support don't directly assist with password resets. Access can be managed securely within PremierCore or via self-service through the Cloud Account portal.
Before you start
- Ensure you have appropriate administrative permissions (such as IT Support or Management access) to view and edit settings in User Manager or Administrator.
- Verify the identity of the user requesting the reset to comply with security protocols.
- Confirm whether the reset is for a single-site setup or a multi-site group.
Step-by-step
Password resets can be completed either through administrative controls within PremierCore or via self-service through the Cloud Account portal.
Option A: Password Reset within PremierCore
Step 1: Access PremierCore
Log in to PremierCore using credentials that allow access to administrative features.
Step 2: Navigate to management tools
For a single-site venue, navigate to Manager > User Manager. For multi-site groups,navigate to Manager > User Manager
Step 3: Locate the user account
In Manager or Administrator, search for and select the specific user account requiring a password reset.
Step 4: Update the password fields
Clear the preset entries (masked by black dots) in both password fields. Input the new password into both fields, ensuring they match exactly to avoid entry errors.
Step 5: Apply changes
Click Change Password to save the updated credentials in the system.
Step 6: Allow for system synchronisation
Allow approximately five minutes for the background system update to process before the user attempts to log in with their new password.
Important Notice: Journey Support don't directly assist with password resets, and we instead request that users who have access to the system reset this through Manager or Administrator > User Manager.
Option B: Self-Service Password Reset (via Cloud Portal)
Step 1: Navigate to the login portal
Open your browser and go to the Cloud Account Login page at https://corecloud.journey.travel/CloudAccount/Login.
Step 2: Request a password reset
Click the Forgotten Password link on the login screen.
Step 3: Check email and complete reset
A notification email will be sent to the Password Reset Email Address(es) configured for your account. Follow the instructions in the email to set a new password.
Note: If you need to update the registered recovery email addresses for your account, please reach out to the Journey Support Team.
Troubleshooting
How can I reset my password for Premier?
You can reset your password directly using the self-service Forgotten Password link on the Cloud Account Login portal. Alternatively, an authorized administrator at your hotel can reset it for you internally via User Manager or the Administrator panel in PremierCore.
Why hasn't the user received the password reset email?
Check that the user's email address is correctly configured in the Password Reset Email Address(es) field in PremierCore. Also, ask the user to check their spam or junk folder. If the recovery email address needs to be updated, contact the Journey Support Team for assistance.
Why can't the user log in immediately after an admin reset?
The system requires approximately five minutes to process and synchronise background updates after a password change. Advise the user to wait the full five minutes before attempting to log in with their new credentials.
Best practice
- Identity Verification: Always verify the identity of the individual requesting a password reset before applying changes in User Manager to safeguard account security.
- Password Strength: Ensure new passwords adhere to your organisation's recommended password policy.
- Sync Patience: Remind users to wait the full five minutes following an administrative reset before attempting to log in to allow background synchronisation to finish.
If you need a hand after the above processes have been followed, the Journey Support Team is available via live chat on our support portal or at support@journey.travel.
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