Overview
If you cannot log in to WaveRez Admin because you have forgotten your password, you can reset it from the Reset password link on the login screen at admin-new.waverez.com. The reset process happens entirely on one page: you enter your username, request a confirmation code, receive that code by text message or email, enter the code along with your new password, and submit. The entire process takes 1–2 minutes. WaveRez sends the confirmation code to the phone number on file if your account has one; if no phone number is on file, the code is sent to the email address on file instead. You must have access to whichever destination the code is sent to in order to complete the reset.
If you have never logged in to V2 WaveRez Admin before, you cannot reset your own password — an administrator on your account must reset it for you from inside WaveRez Admin. If you're the main user, WaveRez support must reset it for you.
Before You Start
WaveRez sends the confirmation code to the phone number on file with your account if one exists. If your account has no phone number on file, the code is sent to the email address on file instead.
After you submit your username and click Send, the confirmation banner that appears will tell you exactly where the code was sent — either a masked phone number (for example,
+*******0350) or a masked email address. Check that destination for your code.If you have never logged in to WaveRez Admin before, skip to the troubleshooting section below — you will need an administrator to reset your password for you.
Step-by-Step Instructions
Step 1 — Go to the WaveRez Admin login page. Open your browser and navigate to admin-new.waverez.com. The WaveRez sign-in screen displays a Username field, a Password field, a Reset password link, and a Sign in button.
Step 2 — Click Reset password. Below the Password field, you will see the text Forgot your password? Reset password. Click the Reset password link. WaveRez opens the Access recovery form at admin-new.waverez.com/forgot-password.
Step 3 — Enter your username on the Access recovery form. The Access recovery form displays a Username field, a Confirmation code field with a Send button, a New password field, and a Reset password button. Type your WaveRez Admin username into the Username field.
If you received the error "user cannot reset password in current state" when clicking send it means you've never logged in before or have a pending temporary password. An admin on the account must reset your password for you. If you're the main user (account owner) then a WaveRez support team member will need to reset it for you.
Step 4 — Click Send to request your confirmation code. Click the Send button inside the Confirmation code field. WaveRez sends a 6-digit reset code to the phone number on file with your account if one exists; if no phone number is on file, the code is sent to the email address on file instead. A green confirmation banner appears at the bottom of the screen reading password reset code sent to followed by a masked version of either the phone number (for example, +*******0350) or the email address. Read the confirmation banner to know which destination the code was sent to, and confirm you have access to it before proceeding.
Step 5 — Retrieve the confirmation code from your phone or email. Open the destination shown in the confirmation banner from the previous step. If the code was sent by text message, you will receive an SMS from WaveRez Notifications containing a 6-digit code, formatted as Your password reset code is followed by the 6 digits (for example, 277741). If the code was sent by email, the message will arrive from WaveRez and contain the same 6-digit code in the body. The code typically arrives within 30 seconds for SMS or 1–2 minutes for email. Note the code or copy it to use in the next step.
Step 6 — Enter the confirmation code and your new password. Return to the Access recovery form in your browser. Type or paste the 6-digit code into the Confirmation code field. In the New password field, enter the new password you want to use going forward. Once both fields contain valid entries, the Reset password button changes from gray to the active blue color, indicating it is ready to submit.
Step 7 — Click Reset password to complete the reset. Click the Reset password button. WaveRez updates your password and returns you to the login screen at admin-new.waverez.com. Sign in with your username and your new password to access your account.
Troubleshooting
I received the error "user cannot reset password in current state." This error means you have never logged in to WaveRez Admin before, so the system has no existing password state to reset. You cannot reset your own password in this case — an administrator on your WaveRez account must reset it for you. Ask an administrator to log in to WaveRez Admin, go to Settings > Users, locate your user record, and reset the password from there. Once an administrator has set an initial password for you, you will be able to use the self-service reset flow in the future.
I did not receive the confirmation code. First, check the green confirmation banner that appeared at the bottom of the Access recovery form when you clicked Send. The banner tells you whether the code was sent to a phone number or an email address, and shows a masked preview of the destination. Check the correct destination — codes sent by SMS typically arrive within 30 seconds; codes sent by email typically arrive within 1–2 minutes (check your spam or junk folder). If the destination shown in the banner is not one you have access to (an old phone number or email address), contact WaveRez Support at [email protected] or ask an administrator on your account to update your contact information in Settings > Users before retrying the reset.
The Reset password button stays grayed out and will not let me click it. The Reset password button is grayed out and inactive until both the Confirmation code field and the New password field contain valid entries. Confirm you have entered all 6 digits of the confirmation code with no spaces, and that the New password field is filled in. Once both fields contain valid entries, the button changes from gray to blue and becomes clickable.
I no longer have access to the phone number or email on my account. The reset code is sent to the phone number on file if one exists, and to the email address on file if no phone number is on file. You cannot redirect the code from the recovery form. If you no longer have access to the destination shown in the confirmation banner, an administrator on your account must update your contact information in Settings > Users before you can use the self-service reset flow. If you are the only administrator and no longer have access to the phone number or email on file, contact WaveRez Support at [email protected] for manual account recovery.
I reset my password but I still cannot log in. Confirm you are signing in with the username (not the email address) associated with your account. Passwords are case-sensitive — confirm caps lock is off and that you are entering the password exactly as you set it. If you used a password manager to autofill the new password, confirm the password manager saved the correct version. If sign-in still fails, run the reset flow again to set a fresh password.