--- title: Account Recovery and Login Troubleshooting description: Steps for Club Caddie staff who can't log in — self-serve password reset, admin-assisted reset, and what information to have ready when contacting support. --- [Skip to content](https://support.clubcaddie.com/general-password-reset#main-content) English Show submenu for translations [![CC fiserv. (3)](https://support.clubcaddie.com/hs-fs/hubfs/CC%20%20fiserv.%20(3).png?width=200&height=89&name=CC%20%20fiserv.%20(3).png)](https://www.clubcaddie.com?hsLang=en) - [Club Caddie University](https://clubcaddie-university.com/) - [Webinar Training](https://info.clubcaddie.com/webinarseries?_gl=1*1b7azj6*_gcl_au*NTg3NjE2MDE0LjE3NTczNTEwMDE.*_ga*MTMwODY5ODg2NS4xNzU3MzUxMDAx*_ga_5DSQKC2H56*czE3NTgzMDAwNDAkbzE4JGcwJHQxNzU4MzAwMDQwJGo2MCRsMCRoMA..) - [Knowledge Base](https://support.clubcaddie.com/) - [Changelog](https://clubcaddie.com/changelog/) Open main navigation Close main navigation - [Club Caddie University](https://clubcaddie-university.com/) - [Webinar Training](https://info.clubcaddie.com/webinarseries?_gl=1*1b7azj6*_gcl_au*NTg3NjE2MDE0LjE3NTczNTEwMDE.*_ga*MTMwODY5ODg2NS4xNzU3MzUxMDAx*_ga_5DSQKC2H56*czE3NTgzMDAwNDAkbzE4JGcwJHQxNzU4MzAwMDQwJGo2MCRsMCRoMA..) - [Knowledge Base](https://support.clubcaddie.com/) - [Changelog](https://clubcaddie.com/changelog/) - English Show submenu for translations Need help fast? Enter your question and get step-by-step tips. - There are no suggestions because the search field is empty. 1. [Club Caddie](https://support.clubcaddie.com/?hsLang=en) 2. [General](https://support.clubcaddie.com/general?hsLang=en) September 21, 2026 # Account Recovery and Login Troubleshooting ## Reset your password, get an admin to reset it for you, or know what to have ready if you contact support. Staff who can't get into Club Caddie have two ways back in: reset the password yourself, or have an admin reset it for the account. Both work the same way whether you use the Club Caddie Browser app or the Desktop app. ##### **Reset Your Own Password** **On the Browser app:** 1. On the login screen, click **Forgot Password?**. ![The Club Caddie Browser login screen with the Forgot Password? link circled](https://support.clubcaddie.com/hs-fs/hubfs/kb-pipeline-images/general-password-reset-staff-annotated-01--2026.09.21.png?width=450&name=general-password-reset-staff-annotated-01--2026.09.21.png) 2. Enter your **Username** and click **Submit**. ![The forgot-password form with the Username field marked 1 and the Submit button marked 2](https://support.clubcaddie.com/hs-fs/hubfs/kb-pipeline-images/general-password-reset-staff-annotated-02--2026.09.21.png?width=450&name=general-password-reset-staff-annotated-02--2026.09.21.png) 3. Club Caddie emails a reset link to the address on file for that account. 4. Open the email and follow the link. You'll land on a page with **Password** and **Confirm Password** fields — enter a new password in both and submit. 5. If you see **"URL Expired"** when you open the link, the link is no longer valid — go back to the login screen and request a new one. **On the Desktop app:** 1. On the login screen, click **Forgot Password ?**. 2. Enter your username and submit. 3. You'll see a confirmation: **"An email has been sent to you to reset your password."** 4. Follow the link in that email to set a new password. If the username you enter doesn't match an account, both apps show an error instead of the confirmation message — double-check the spelling before trying again. ##### **Have an Admin Reset It For You** If you don't have access to the email on file, or you'd rather have someone else handle it, a Course Admin can reset a staff password directly: 1. Click the **Gear Wheel** icon in the top right corner. 2. Go to **Course User Info** in the left-hand menu. 3. Find the user and click **Edit** in the **Action** column — this opens the **UPDATE USER** window. 4. Clear the existing password, then enter the new password in the **Password** and **Confirm Password** fields. 5. Click **Submit**. **Before clicking Submit, note:** saving the **UPDATE USER** window writes the whole user record, and saved PIN values do not carry over automatically. After resetting a password this way, confirm the user's register-override PIN still works before their next shift, and re-enter it if it was cleared. Full walkthrough with screenshots: **Settings : How to Change User Password**. ##### **What to Have Ready if You Contact Support** If self-serve and admin-assisted reset both aren't working, contacting support goes faster with this on hand: - **Which app you're using** — Browser (web) or Desktop - **Your environment name** (shows on the login screen's environment dropdown, e.g. CC5, CC17) - **The exact username** you're trying to log in with - **What you saw** — an error message, a blank screen, or no email arriving at all ##### **Common Questions** **I clicked the reset link but it says the URL expired. What do I do?** The link is no longer valid. Go back to the Browser or Desktop login screen, click Forgot Password again, and request a fresh link. **I never received the reset email. What should I check?** Confirm the email address on file for your account is correct — an admin can verify this from Settings → Course User Info. Also check spam/junk folders before contacting support. **Can I reset a password without email access?** Yes — a Course Admin can reset any staff password directly from Settings → Course User Info, without needing the account's email. See the admin-assisted steps above. **Is the member portal login the same system as staff login?** No. Staff log into the Club Caddie Desktop or Browser app; members log into a separate member portal. Password resets on one side don't affect the other. See the Members KB articles for portal password help. - [Browser](https://support.clubcaddie.com/browser?hsLang=en#main-content) - [Tee Sheet](https://support.clubcaddie.com/browser?hsLang=en#tee-sheet) - [Register](https://support.clubcaddie.com/browser?hsLang=en#register) - [Hardware](https://support.clubcaddie.com/browser?hsLang=en#hardware) - [Vouchers](https://support.clubcaddie.com/browser?hsLang=en#vouchers) - [Settings](https://support.clubcaddie.com/browser?hsLang=en#settings) - [Sales](https://support.clubcaddie.com/browser?hsLang=en#sales) - [Members](https://support.clubcaddie.com/browser?hsLang=en#members) - [Events](https://support.clubcaddie.com/browser?hsLang=en#events) - [Troubleshooting](https://support.clubcaddie.com/troubleshooting?hsLang=en) - [Desktop: Settings](https://support.clubcaddie.com/desktop-settings?hsLang=en#main-content) - [Venue Center](https://support.clubcaddie.com/desktop-settings?hsLang=en#venue-center) - [Inventory Center](https://support.clubcaddie.com/desktop-settings?hsLang=en#inventory-center) - [Manage Roles](https://support.clubcaddie.com/desktop-settings?hsLang=en#manage-roles) - [Rack Rate Management](https://support.clubcaddie.com/desktop-settings?hsLang=en#rack-rate-management) - [Membership Settings](https://support.clubcaddie.com/desktop-settings?hsLang=en#membership-settings) - [Day End Closing](https://support.clubcaddie.com/desktop-settings?hsLang=en#day-end-closing) - [Course User Info](https://support.clubcaddie.com/desktop-settings?hsLang=en#course-user-info) - [Clover](https://support.clubcaddie.com/desktop-settings?hsLang=en#clover) - [Class Management](https://support.clubcaddie.com/desktop-settings?hsLang=en#class-management) - [POSLink](https://support.clubcaddie.com/desktop-settings?hsLang=en#poslink) - [Mobile App Builder](https://support.clubcaddie.com/desktop-settings?hsLang=en#mobile-app-builder) - [Class Rate Management](https://support.clubcaddie.com/desktop-settings?hsLang=en#class-rate-management) - [3P Integrations](https://support.clubcaddie.com/desktop-settings?hsLang=en#3p-integrations) - [Punch Card Type Center](https://support.clubcaddie.com/desktop-settings?hsLang=en#punch-card-type-center) - [Tee Sheet Settings](https://support.clubcaddie.com/desktop-settings?hsLang=en#tee-sheet-settings) - [Card Connect](https://support.clubcaddie.com/desktop-settings?hsLang=en#card-connect) - [Floor Plan](https://support.clubcaddie.com/desktop-settings?hsLang=en#floor-plan) - [General Course Info](https://support.clubcaddie.com/desktop-settings?hsLang=en#general-course-info) - [Tax Management](https://support.clubcaddie.com/desktop-settings?hsLang=en#tax-management) - [Terminal Management](https://support.clubcaddie.com/desktop-settings?hsLang=en#terminal-management) - [Register Settings](https://support.clubcaddie.com/desktop-settings?hsLang=en#register-settings) - [Payroll Center](https://support.clubcaddie.com/desktop-settings?hsLang=en#payroll-center) - [I-Frames](https://support.clubcaddie.com/desktop-settings?hsLang=en#i-frames) - [Event Settings](https://support.clubcaddie.com/desktop-settings?hsLang=en#event-settings) - [General](https://support.clubcaddie.com/general?hsLang=en) - [Reports](https://support.clubcaddie.com/reports?hsLang=en) - [Support](https://support.clubcaddie.com/support?hsLang=en#main-content) - [Chat AI](https://support.clubcaddie.com/support?hsLang=en#chat-ai) - [Register](https://support.clubcaddie.com/register?hsLang=en#main-content) - [Holding Accounts](https://support.clubcaddie.com/register?hsLang=en#holding-accounts) - [Tools](https://support.clubcaddie.com/register?hsLang=en#tools) - [Payments](https://support.clubcaddie.com/register?hsLang=en#payments) - [Tab Management](https://support.clubcaddie.com/register?hsLang=en#tab-management) - [Tee Sheet](https://support.clubcaddie.com/tee-sheet?hsLang=en#main-content) - [Tee Sheet Settings](https://support.clubcaddie.com/tee-sheet?hsLang=en#tee-sheet-settings) - [Starter Sheet](https://support.clubcaddie.com/starter-sheet?hsLang=en) - [Activities](https://support.clubcaddie.com/activities?hsLang=en#main-content) - [Activity Center](https://support.clubcaddie.com/activities?hsLang=en#activity-center) - [Events](https://support.clubcaddie.com/events?hsLang=en#main-content) - [General](https://support.clubcaddie.com/events?hsLang=en#general) - [Activity Outing Manager](https://support.clubcaddie.com/events?hsLang=en#activity-outing-manager) - [Golf League Manager](https://support.clubcaddie.com/events?hsLang=en#golf-league-manager) - [Online Events](https://support.clubcaddie.com/events?hsLang=en#online-events) - [Banquet Manager](https://support.clubcaddie.com/events?hsLang=en#banquet-manager) - [Golf Outing Manager](https://support.clubcaddie.com/events?hsLang=en#golf-outing-manager) - [On Demand](https://support.clubcaddie.com/on-demand?hsLang=en) - [Customers](https://support.clubcaddie.com/customers?hsLang=en#main-content) - [Message Center](https://support.clubcaddie.com/customers?hsLang=en#message-center) - [CRM](https://support.clubcaddie.com/customers?hsLang=en#crm) - [Bulletin Board](https://support.clubcaddie.com/customers?hsLang=en#bulletin-board) - [Members](https://support.clubcaddie.com/members?hsLang=en#main-content) - [Membership Portal](https://support.clubcaddie.com/members?hsLang=en#membership-portal) - [Vouchers](https://support.clubcaddie.com/vouchers?hsLang=en#main-content) - [Credit Books](https://support.clubcaddie.com/vouchers?hsLang=en#credit-books) - [Punch Cards](https://support.clubcaddie.com/vouchers?hsLang=en#punch-cards) - [Holding Account](https://support.clubcaddie.com/vouchers?hsLang=en#holding-account) - [Sales](https://support.clubcaddie.com/sales?hsLang=en) - [Quickbooks](https://support.clubcaddie.com/quickbooks?hsLang=en#main-content) - [Quickbooks Desktop](https://support.clubcaddie.com/quickbooks?hsLang=en#quickbooks-desktop) - [Quickbooks Online](https://support.clubcaddie.com/quickbooks?hsLang=en#quickbooks-online) - [General](https://support.clubcaddie.com/quickbooks?hsLang=en#general) - [Hardware](https://support.clubcaddie.com/hardware?hsLang=en#main-content) - [First American / First Pay](https://support.clubcaddie.com/hardware?hsLang=en#first-american-first-pay) - [Card Connect](https://support.clubcaddie.com/hardware?hsLang=en#card-connect) - [Sound Payments / POSLink](https://support.clubcaddie.com/hardware?hsLang=en#sound-payments-poslink) - [Printer](https://support.clubcaddie.com/hardware?hsLang=en#printer) - [Clover Connect](https://support.clubcaddie.com/hardware?hsLang=en#clover-connect) - [Clover Go](https://support.clubcaddie.com/hardware?hsLang=en#clover-go) - [Food and Beverage App](https://support.clubcaddie.com/food-and-beverage-app?hsLang=en#main-content) - [Key Features and Procedures](https://support.clubcaddie.com/food-and-beverage-app?hsLang=en#key-features-and-procedures) - [Mobile App](https://support.clubcaddie.com/mobile-app?hsLang=en) - [Email Marketing](https://support.clubcaddie.com/email-marketing?hsLang=en) - [KDS (Kitchen Display System)](https://support.clubcaddie.com/kds-kitchen-display-system?hsLang=en) - [Video Training](https://support.clubcaddie.com/video-training?hsLang=en#main-content) - [Membership & Passes](https://support.clubcaddie.com/video-training?hsLang=en#membership-passes) - [Class Management](https://support.clubcaddie.com/video-training?hsLang=en#class-management) - [I-Frames](https://support.clubcaddie.com/video-training?hsLang=en#i-frames) - [Accounting](https://support.clubcaddie.com/video-training?hsLang=en#accounting) - [Club Caddie Managed Marketing](https://support.clubcaddie.com/club-caddie-managed-marketing?hsLang=en#main-content) - [SMS](https://support.clubcaddie.com/club-caddie-managed-marketing?hsLang=en#sms) - [Email Marketing](https://support.clubcaddie.com/club-caddie-managed-marketing?hsLang=en#email-marketing) - [Uncategorized](https://support.clubcaddie.com/uncategorized?hsLang=en) - [MCO](https://support.clubcaddie.com/mco?hsLang=en#main-content) - [Inventory](https://support.clubcaddie.com/mco?hsLang=en#inventory) [![club\_caddie\_logo\_tech\_grid\_website](https://support.clubcaddie.com/hs-fs/hubfs/club_caddie_logo_tech_grid_website.jpg?width=200&height=103&name=club_caddie_logo_tech_grid_website.jpg "club_caddie_logo_tech_grid_website")](https://www.clubcaddie.com?hsLang=en) Award Winning, All-In-One, Golf Facility Management Software.   [mailto:email@email.com](mailto:email@email.com) Copyright © 2025, Club Caddie