Reset Password Plus User Access For Private Content

[TS5]

We are on Service Hub Enterprise publishing a knowledge base as private content. 

When viewing a contact record in HubSpot, you would previously be able to navigate to list memberships, to send a reset password email for the user to reset their credentials if they have forgotten them to access private content published through knowledge base. This option seems to have disappeared? 

Also our staff have historically been instructed to access our knowledge base via Service > Knowledge Base > View Knowledge Base - one less password. This would set a session based on the HubSpot session. This no longer seems an option without a paid seat under the new licensing model. 

Any help on the above would be great! 

[TS5]

Thanks @Jigar_Thakker. I see the location to resend / reset credentials under Content / Memberships. Why remove this off the contact record?

Regarding the private content, we don’t want users editing it. It’s always been a link for internal staff to access private content via their HubSpot session rather than another login. It seems odd that a license is now required just to see the “View Knowledge Base” link. Service it not an option under a view only seat. 

[chighsmith]

Hi @TS5,

Thank you for posting to the Community!

I understand that you’re experiencing issues in Service Hub where the option to send a reset password email for knowledge base users is no longer visible in contact records, and your staff can no longer access the knowledge base directly via Service > Knowledge Base > View Knowledge Base without a paid seat under the new licensing model.

I'd like to tag in some of our Top Contributors to see if they have any suggestions on this -- Hi @StjepanGrcic @JenBergren and @Indra Do any of you have any advice for @TS5?

Cassie, Community Manager

[Jigar_Thakker · Accepted solution]

Hi @TS5,

Yes, for user (staff) access to Knowledge Base settings requires appropriate permissions and a Service Hub seat.

You can add employees as CRM contacts to your Memberships access group so they can log in like customers.

For Private access to KB, make sure of these: 

1. Resend the access/registration email from Memberships: go to Content > Memberships > open the relevant Access group > hover the contact and click Resend invite email. Note: the password reset link in that flow is single‑use and expires in 24 hours; only already‑registered members can receive a reset link.
2. Confirm access from the contact record: open the contact > in List membership and access to private content click Manage list memberships, then Details > Audience access to verify what they can view. Check properties like Registered member and Membership last private content access date to confirm status.
3. Give users a direct login URL: share your site’s login page for private content: / _hcms/mem/login appended to your domain (works only for registered members)

Ref: https://knowledge.hubspot.com/website-pages/troubleshoot-private-content-registration

If this helps, feel free to mark it as the solution ✔️ and give it an upvote 👍 !

Part of this reply was generated by AI (HubSpot and KBs).