How Do I Reset My Password?

  • 1
  • Question
  • Updated 5 months ago
  • Answered
  • (Edited)
I am not able to login to my ShareFile account. In fact, none of our users can login to their ShareFile accounts. We all get "Incorrect password" error. We haven't changed our passwords.

Since the password is not working on the ShareFile website, we are not able to use the ShareFile Outlook plugin to send emails (icon is greyed out) or sync files using the desktop app.

How do I reset my password ?
Photo of FAQ

FAQ, Employee

  • 20 Posts
  • 1 Reply Like

Posted 5 years ago

  • 1
Photo of Dinsan

Dinsan, Knowledge Services Specialist

  • 1 Post
  • 0 Reply Likes
Official Response
Update: Are you or all the ShareFile / Citrix Files users in your organization unable to login to ShareFile and getting "incorrect password" error? It is possible that your password was reset.

Citrix identified some unusual logins to certain Citrix ShareFile (aka. Citrix ContentCollaboration) user accounts. We are requiring a password reset for all non-SSO accounts. Upon logging into ShareFile, users will no longer be able to use their old password. They will have received an email providing a link to reset their password. For more details on the recent password policy change, refer to

Refer to our Knowledge Base article: Unable to Login, How Do I Reset ShareFile Password? for detailed instructions on how to recover your password.

 If you are an admin, you reset your password,
login and change passwords for other users. Refer to CTX239862 - ShareFile
Admins - How to Reset User Passwords.