Option #1: The best way to reset a hosting user's password for Citrix is in User Administration in Citrix:

    To reset a hosting user's password in User Administration:

    NOTE: Only users with access to User Administration will be able to reset hosting user passwords and unlock hosting user accounts in User Administration

    1. Open a web browser and navigate to the Hosting Services page - Boston, Orange CountyVancouverSydney or EU (Amsterdam)
    2. Enter your hosting user name 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 (NOTE: The user will be prompted to change the password upon logging in.  This does not occur for EU hosted clients, but the user 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 hosting password on Blackbaud.com:

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

    1. Log into your Blackbaud.com profile 
    2. To access your profile manually instead of using the link above, log in to Blackbaud.com then
      • Click the initials in the circle on the top right corner
      • Choose Blackbaud ID Profile
      • Click View My Account
    3. On the left side in the Reset Password tile click the Hosting link
    4. Click Reset Password beside the appropriate user name​
    5. Enter a temporary password that does not contain the User name and 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, Support can assist in resetting a user's hosting password:

    NOTE: Authorization from a Site Administrator or Primary Contact is required for Support to reset a hosting user's password

    1. Print and complete the appropriate form (PDF):
    2. Contact Support and reference this article.  Attach the completed Customer Authorization Form to your case or upload to your FTP Site.
    3. A support analyst will contact you with the new password