> ## Documentation Index
> Fetch the complete documentation index at: https://docs.phbhealth.com/llms.txt
> Use this file to discover all available pages before exploring further.

# Forgot password or lost authenticator

> Staff can't reset their own password. Your owner or admin sends you a reset link, or resets your two-factor.

There is no "Forgot password" link on staff sign-in pages. This is on purpose: staff accounts can open patient records, so a reset must be approved by a person at your facility.

## Before you start

You need to reach your facility's **owner** or **admin**. They do the reset from your staff page.

## If you forgot your password

<Steps>
  <Step title="Ask your owner or admin">
    They open **Staff** → your name, and click **Reset password**.
  </Step>

  <Step title="Open the email">
    PHB emails you a one-time link. It opens `/hospital/reset-password`.
  </Step>

  <Step title="Choose a new password">
    You choose it yourself. Your owner or admin never sees it.
  </Step>

  <Step title="Sign in again">
    You are signed out everywhere else. Your authenticator app keeps working as before.
  </Step>
</Steps>

## If you lost your authenticator app

<Steps>
  <Step title="Ask your owner or admin">
    They open your staff page and click **Reset two-factor**. This is a separate action from a password reset.
  </Step>

  <Step title="Sign in">
    Sign in with your email and password. PHB shows **Set up your authenticator**. Scan the new code with your new phone.
  </Step>
</Steps>

## For owners and admins

See [Manage staff](/guides/hospital-admin/manage-staff) for where these buttons are. If you are the only owner and you are locked out, contact PHB.

## Common problems

| Problem | What to do |
| - | - |
| The reset link doesn't work | It may have expired or been used. Ask for a new one. |
| You are a patient | Patients reset differently. See [Recover your HPN or SIM](/account/recover-your-hpn-or-sim) and [Passwords and passkeys](/account/passwords-and-passkeys). |


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