# Password

> How to recover a forgotten password with confirmation from WhatsApp, what to do if recovery does not start, and how the Titolare resets team members' credentials.

Last updated: 22 October 2026. Source: https://narciso.io/en/docs/password/

The password is personal and is assigned when the account is created (see [Adding staff during registration](https://narciso.io/en/docs/staff-iniziale/)). In Narciso **there is no screen for changing your own password**: you recover it if forgotten, or the Titolare (owner) resets it.

## Recovering the password yourself

Recovery uses **WhatsApp** and the phone number saved in the profile. It does not use email.

1. On the login page type the **nickname**. When Narciso recognises it, the **Password dimenticata?** link becomes clickable (before that it stays grey).
2. Press **Password dimenticata?**. The title **Recupera password** (Recover password) appears with the text: «Per assicurarci che sia realmente tu, invia il messaggio da WhatsApp con il numero salvato nel tuo account» (To make sure it is really you, send the message from WhatsApp with the number saved in your account), followed by the **partly hidden** number.
3. With your phone, scan the QR code, or from a device with WhatsApp press **Apri WhatsApp** (Open WhatsApp): a ready-written message opens.
4. Send the message **from the phone whose number is saved in the account**. The message must be sent as it is.
5. The page carries on by itself as soon as the message arrives and shows **Reimposta la password** (Reset the password).
6. Type the **new password** and repeat it in **Conferma nuova password** (Confirm new password), then press **Salva** (Save). The eye icon shows or hides the characters. The password must be from 6 to 72 characters and the two entries must match: until they do, the button stays off.
7. «Password aggiornata. Ora puoi accedere.» (Password updated. You can now log in.) appears and you return to the login page.

The WhatsApp message is valid for 10 minutes. The **Indietro** (Back) link cancels the recovery and returns to the initial choice.

Changing the password closes all of that person's open sessions (see [Session and logging out](https://narciso.io/en/docs/sessione-e-uscita/)).

### Messages

| Message | Meaning | What to do |
|---|---|---|
| «Il messaggio è arrivato da un numero diverso da quello dell'account. Scrivi dal telefono registrato.» (The message came from a number different from the account's. Write from the registered phone.) | The message does not come from the profile's number | Write again from the right phone |
| «Nessun numero di telefono associato a questo account: contatta l'assistenza per reimpostare la password.» (No phone number linked to this account: contact support to reset the password.) | There is no valid number in the profile | See below |
| «Il numero di telefono di questo account è stato cambiato di recente: per sicurezza il recupero password è sospeso. Contatta l'assistenza.» (This account's phone number was changed recently: for security, password recovery is suspended. Contact support.) | The number was changed recently | Contact support (see [Support](https://narciso.io/en/docs/assistenza/)) |
| «Hai richiesto troppi recuperi in poco tempo. Riprova tra qualche minuto.» (You have requested too many recoveries in a short time. Try again in a few minutes.) | Too many requests in quick succession | Wait a few minutes |
| «Il recupero password non è disponibile in questo momento. Contatta l'assistenza.» (Password recovery is not available at the moment. Contact support.) | The recovery service does not respond | Try again later or contact support |
| «Richiesta scaduta o non valida: ricomincia dal recupero password.» (Request expired or not valid: start again from password recovery.) | The request has expired | Start again from **Password dimenticata?** |
| «Errore di rete. Riprova.» (Network error. Try again.) | Connection problem | Try again |

## If recovery does not start

1. A **team member** asks the Titolare to reset the password. The Titolare does it in the staff card, under the login credentials item (see below). When the password is changed, the person's previous session is closed.
2. A **Titolare** who cannot recover the password contacts support with the **Serve aiuto?** (Need help?) link on the login page (see [Support](https://narciso.io/en/docs/assistenza/)), having the business name and VAT number ready.
3. After too many wrong passwords the account is blocked for a while: wait and try again (see [Login problems](https://narciso.io/en/docs/problemi-di-accesso/)).

## Resetting a team member's password

Only the **Titolare** can change a team member's nickname, password and role: in the staff card, by editing the member, under the login credentials item. For the Responsabile (manager) «Solo il Titolare può cambiare ruoli e credenziali.» (Only the Titolare can change roles and credentials.) appears (see [Roles and permissions](https://narciso.io/en/docs/ruoli-e-permessi/)). The Titolare passes on the new credentials privately.

## The nickname

The **nickname** is unique across the whole platform, is used to log in (not the email address) and can be changed only by the Titolare.

## Related entries

- [Login page](https://narciso.io/en/docs/pagina-di-accesso/)
- [Login problems](https://narciso.io/en/docs/problemi-di-accesso/)
- [Phone verification by SMS](https://narciso.io/en/docs/verifica-del-telefono/)
- [Roles and permissions](https://narciso.io/en/docs/ruoli-e-permessi/)