Short Description Hive9 does not store or share user passwords — each user sets their own. This article explains how a newly created user gets into Hive9, and what to do if the setup email doesn't arrive.
What this article answers
- Why Support can't simply send you a password.
- How a new user sets their first password.
- What to do if the welcome / reset email never arrives.
- How Single Sign-On (SSO) changes this.
Why we don't send passwords
For security, Hive9 never stores passwords in a readable form, so there's no password for Support or your admin to hand over. Every user sets their own credentials through a self-service flow.
How a new user logs in for the first time
- Welcome email. When the account is created, Hive9 sends a welcome email containing a first-time password link. Check the inbox — including Junk/Spam — for a message from the Hive9 sender. The link expires after a limited window.
-
No welcome email? Use Forgot Password.
- Go to
plan.hive9.com. - Click Forgot Password.
- Enter the work email the account was created with.
- Open the reset email and follow the link to set a password.
- Go to
-
If your organization uses SSO, you may not need a Hive9 password at all — going to
plan.hive9.comredirects to your corporate identity provider (Okta, Azure AD, Ping, etc.). Sign in with your corporate credentials.
The email isn't arriving
- Confirm the exact email address on the account (a typo means the email went nowhere).
- Check Junk/Spam and any quarantine your IT team runs.
- Ask your Hive9 admin to confirm the account exists and the email is correct.
- If it still doesn't arrive, contact Support — we can confirm the address on file and re-trigger the setup email.
Common questions
Can Support reset my password for me? Support can re-trigger the setup/reset email so you can set your own password. In specific cases where the self-service flow can't be used, Support can arrange secure delivery of a temporary credential — contact us and we'll advise.
Are emails case-sensitive? See SSO login works for some users but fails for others for how email-format mismatches affect login.
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