Answer
The Lightning Payroll online (web/mobile) app uses separate accounts for payroll administrators, non-admin payroll users, and employee portal users. The password reset flow routes you to the correct system based on the account type you select.
Forgot Your Password? Start the Reset
- Go to app.lightningpayroll.com.au/auth/forgot_password, or click Forgot password? on the login page.
- The Password Recovery screen shows a Choose Your Account Type prompt. Select the type that matches your account:
- Admin Payroll User — the main account holder who manages the subscription and company settings.
- Payroll User (Non-Admin) — a secondary payroll user added by the admin.
- Employee Portal User — an employee accessing their own payslips and leave requests via the portal.
- Enter the email address or username associated with your account, then click Send Password Reset Instructions.
- Check your email for a reset link. Click the link in the email to open the password reset page.
If you don't receive the email, check your spam or junk folder. The reset email only sends when the email address or username matches an active account of the type you selected - it will not confirm whether a match was found, so picking the wrong account type (or an inactive employee portal account) looks identical to a working reset.
Setting Your New Password
On the reset page, enter your new password in the Enter new password and Confirm new password fields. Your password must meet all of the following requirements:
- At least 10 characters
- No more than 32 characters
- At least one lowercase letter (a–z)
- At least one uppercase letter (A–Z)
- At least one number (0–9)
- At least one special character: ! $ @ # ~ % ^ & *
The page shows a live checklist of these requirements as you type. You cannot reuse any of your last 5 passwords.
Click Save Password. If the reset is successful, you will be logged in automatically.
Linked Accounts
If your email address is linked to more than one payroll user, the reset page shows a Select payroll user dropdown after you open the reset link. Choose the user you want to update before clicking Save Password.
Reset Link Not Working?
If the link shows as invalid or expired, return to the password reset page and request a new one. Admin reset links are valid for one hour; payroll user and employee portal links are valid for two hours.
An admin reset link can also stop working before it expires, because it is replaced whenever a newer one is issued for the same account. Requesting a second reset email, using a sign-in link from the desktop app, or completing a purchase on our website will all replace a pending admin reset link. If that happens, request a fresh link and use the most recent email.
Employee Portal Password Reset
If you are an employee resetting your portal password, select Employee Portal User on the account type screen and enter your employee email address or username. Alternatively, click Forgot Employee Portal Password? directly on the employee portal login page. After following the link in the email, the reset page shows Set your employee portal password. Enter and confirm your new password, then click Save Password. Once saved, click Continue to Login to return to the portal login screen.
Employee portal passwords follow different rules to the admin and payroll user passwords above: they must be 10 to 20 characters long and include a lowercase letter, an uppercase letter, a number and a special character (! @ # $ % ^ & * ( ) - _ + =). The "last 5 passwords" rule does not apply to employee portal passwords.
Employees who are already logged in can also update their password from the Employee details screen by clicking the Change Password button.
Changing Your Password While Logged In
If you are already logged in to the admin or payroll app and want to change your password, click My Account in the top navigation bar. This takes you to the Lightning Payroll website account portal where you can update your password from your account settings.
For help resetting the desktop application administrator password, see How Do I Change My Application Password?
