Common problems

I forgot my email password

When you forget your webmail password, a new password has to be created for the mailbox. This is done in the panel, by whoever manages your company's email. If that person is you, the step by step is below.

Updated November 2026 All common problems Manuals Support
On this page
  1. What you see
  2. Why it happens
  3. What to do
  4. When to contact support

What you see

Your webmail password is not accepted, or you simply do not remember it. The same password works for the Exchange account on your phone, for lua Colabora, for lua Talk and for lua Conector.

Why it happens

The webmail password is set by whoever manages your company's email, when creating the account or when resetting the password in the panel. That is why the new password is also created in the panel.

Outlook, Thunderbird and other email programs use a different password, the app password. If that is the one you forgot, whoever manages the email creates a new one in the panel (how to generate the app password).

What to do

  1. Check whether you manage your company's email. If not, ask whoever manages your company's email to create a new password for your mailbox, and give them your full email address, for example ana@navarra.com.br. Whoever manages it follows the steps below.
  2. Open the panel at painel.lua.email and sign in with your login.
  3. On the domain page, open Email and then Mailboxes.
  4. On the mailbox row, click the key (Change password). You can also open the mailbox and click Change password. The key appears for the administrator and for the domain helpdesk, and only on active mailboxes.
  5. Type the new password and the confirmation. The Generate button creates a strong password and Copy puts it on the clipboard. The password must have at least 8 characters, with an uppercase letter, a lowercase letter, a number and a special character.
  6. Leave Ask the person to change the password at the next webmail sign-in checked; it comes checked. To send the password to the person without writing it in an email or on WhatsApp, check Share by secure link (see Sending the password by secure link).
  7. Click Change password. The panel tells you the password was changed.
  8. Sign in to webmail with the new password. On a phone with an Exchange account, type the new password there too (see Your phone stopped syncing).

Scam alert: lua.email never asks for your password or your two-step verification code. If someone asks, don't share it, and contact support.

When to contact support

Contact our team if:

  • nobody in your company can create a new password for your mailbox;
  • you manage the email, but cannot sign in to the panel or cannot find the mailbox in the list;
  • the new password is rejected right after it is created. First, check that the mailbox has a license (Mailboxes without a license).

To speed things up, include your email address (never your password), what you tried, the exact error message and the approximate date and time. See the channels on Support.

See also