[Freudian]

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First Last: how do I retreive the password?

Darren: your password is now XXXXXX

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What does that have to do with it? You claimed that the employees couldn't see the passwords. The part I quoted shows they can.

Of course if they can see the pw, they can set a new one. That goes without saying.

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You don't need to see a password to set a new one, generally.

Regardless, what they should have done is e-mail the password reset procedure to the e-mail account on record.

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Yeah. If all you need is an e-mail adress (and not access to the mail itself) it seems you can phone them up and get both the username and a fresh pw.