Option #1: The best way to reset a Blackbaud Hosting Services account's password for Citrix is in User Administration within your environment's login page:

    To reset a Blackbaud Hosting Services account's password in User Administration:

    NOTE: Only users with access to User Administration will be able to reset Blackbaud Hosting Services account passwords and unlock user accounts in User Administration

    1. Open a web browser and navigate to your environment's URL.
    2. Enter your Blackbaud Hosting Services username and password, then click Log In
    3. Launch User Administration  
      • Note: If you have multiple User Administration icons, select the User Administration icon for the appropriate product/user
    4. Right-click on the user whose password you wish to reset
    5. In the resulting menu select Reset Password
    6. Enter a temporary password, then confirm it
    7. Click OK, the user will be prompted to change the password upon logging in.
      • Note: Customers residing in our Blackbaud Hosting Services Europe environment will not be prompted to reset their password again when logging in, but can change their own password via the dropdown options at the top-right of Blackbaud Hosting Services after logging back in.
    8. Notify the user that he or she can log in with their original username and the temporary password

    Option #2: If the Citrix Admin has forgotten his/her password to Citrix Administration, you can reset the Admin's password on blackbaud.com:

    To reset a Blackbaud Hosting Services password on Blackbaud.com:

    NOTE: Only Organization Admins will be able to reset hosting user passwords and unlock hosting user accounts on Blackbaud.com

    1. Log in to Blackbaud.com
    2. Click the icon with three horizontal lines on the top left > Admin
    3. Under Reset Passwords, click Application hosting
    4. Locate the appropriate username and click the correlating Reset Password option
    5. Enter a temporary password that does not contain the User name
    6. Click Submit 
    • Note: The user will be prompted to change the password upon logging in
    1. Notify the user that he or she can log in with their original username and the temporary password

    Option #3: If you are unable to complete the above solution because you are not an Admin, please follow How do I contact the Administrator for my Organization  to request your Admin to do this for you. Support cannot assist in resetting a user's Blackbaud Hosting Services password. 

    If you find your Organization does not have an Admin listed, please follow 
    I need to become an Organization Administrator to have one established.