The short answer
When someone says "I need my password," they mean one of three different things. Here is how to tell which, and what to do about each.
The portal login
A portal login signs into admin.vocatech.com. It exists only when someone created it, on the company's Users page, typing the email and the password in. Creating an extension never creates one and no email goes out when one is made, so a company can run for years without a portal login at all. Most people never need one; the office manager and the owner usually do.
There is no forgot-password link on the sign-in page. A portal password is reset by someone who can edit that login: open it on the Users page and type a new password into the Password field, which is always empty on an existing login. The current password cannot be displayed, so the answer to "can you see what ours is" is no; we set a new one. Signing in with Google or Microsoft works, but only for an email address that already matches a login. What each login type can see is in portal logins and what each can see.
The Apps Login
The Apps Login signs the person into the Webex app and into Callpop. It is one email address and one password, on the extension's Apps tab, on a card that reads "Shared by Webex and Callpop." It came in the welcome email when the extension was created, and it gives no access to the portal.
The password cannot be read back either. A new one comes only by resending the welcome email from that card, which issues a fresh password and emails it; sign-ins already open keep working until the next sign-in. On a company that signs in with Google or Microsoft there is no Apps password at all; the person signs in with their work account, and the resend simply sends the instructions again. Changing the email address on the card changes the login for both apps and signs every open session out.
The voicemail passcode
The digits the mailbox asks for when you dial in. It is the one password an extension has even when Webex and Callpop were never set up, and it is the one most "reset the password on extension 105" requests actually mean. Ask us to reset it: the reset gives the extension a fresh default passcode and we tell you what it is. It is then changed from the phone the next time the person dials in. See voicemail.
Which one is it?
| What the person says | Which credential | What fixes it |
|---|---|---|
| "I cannot sign into the portal" or "the portal says no account found" | Portal login | Someone with access edits the login and sets a new password, or creates the login if there never was one. |
| "Webex will not take my password" or "Callpop will not take my password" | Apps Login | Resend the welcome email from the extension's Apps tab. |
| "Voicemail asks for a passcode and I do not have one" | Voicemail passcode | Reset on the extension. We tell you the new one. |
| "Webex says a new version is required" | Not a password | Reinstall Webex from webex.com. See Webex problems. |