I forgot my password

The Client Experience Team may not always be able to reset your password, depending on your role or position within the hotel.

If you are the GM (General Manager) or the Owner

Contact our Client Experience Support team for password assistance. After verifying your security details, we will proceed with resetting your password. You can reach us via phone, chat, or by submitting a ticket. If contacting us through chat or a ticket submission, please provide your Property ID, First and Last Name, your Position at the hotel, and a statement requesting Visual Matrix to reset your password.

If you are not the GM or the Owner

Due to security protocols, password resets are limited to General Managers (GMs) and Owners. Other hotel team members are advised to contact their Manager or Supervisor for assistance with password-related issues. An alternative method to reset a staff member's password is to utilize the login credentials of a colleague who has management access.

- For Cloud PMS users, navigate to Management > User Settings > Security > locate your profile > click on the lock icon in the password column > Ok > Save.

- For Desktop PMS users, access Management > Setup > Security > click on the asterisks (***) in the password column > Ok.

If you experience a lockout (30 minutes) while using the Cloud, our Support team can reset the timer as a courtesy. However, this service is limited to one occurrence per user and solely resets the lockout status, not the password. This option is recommended for staff members confident in their ability to remember their password.

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