We see a lot of Adobe Audience Manager (AAM) login issues among our Marketplace partners (none of our other partners have access to AAM—see this article for details). This may be because many of our Marketplace partners log into AAM less than a normal customer would and so they forget their passwords more easily. There are several ways to remember passwords that you don’t use very often including password managers or using a more memorable password that is still secure.
I forgot my AAM password
However, even if you use one of the methods above, you can still run into a situation where you forget your AAM password. While you might be tempted to try several passwords that you’ve used in the past that might just be the right password do not do this! After five failed attempts, AAM will lock out your account and you’ll need an admin or an Adobe employee to unlock it again. Instead, just click on the forgot password link:
It will bring up a screen that will ask you to enter your username and email address:
Both of these fields must be entered in exactly as they were when your account was created and both are case sensitive. If, when your account was created, you entered Bertie-Wooster@FinknottleMail.com as your email address, then entering email@example.com will give you the following error:
If you can’t remember your username or email, then anyone else with admin access to your AAM account can find it for you. Have them log into AAM and go to Administration > Users:
They will be shown a list of usernames and email addresses. Ask them to find your username and email and let you know what they are.
Once you enter your username and email correctly on the password recovery screen you will get a success message:
Look for an email from firstname.lastname@example.org with your temporary password:
This password will be a 13-digit string of letters, numbers, and special characters like: YUI@K0iNNhps3
Copy and paste this password into the AAM password field. Make sure when you copy this password you do not copy any leading or trailing spaces:
The password that AAM emails you is temporary—it expires in 24 hours. If you don't try to log in using that password within 24 hours of getting the email, you can just click on Forgot Password again and have AAM send you another email with a new temporary password.
Once you've logged in using the temporary password, AAM should prompt you to change your password to something permanent. You'll need to change your password because the temporary password will expire even after you use it to log in.
Occasionally AAM doesn't prompt users to change their passwords (it's an intermittent bug we've seen). If AAM doesn't prompt you to change the temporary password, click on your user icon in the upper righthand corner and click edit profile:
Enter a new password (make sure it's one you can remember!) on the next screen and click save. Then you should be all set!
My account is locked out
If you tried entering an incorrect password five times, your account will get locked out. However, the good news is that anyone with admin access to your AAM account can unlock it for you. Ask them to log in and go to Administration > Users:
They will be shown a list of users. Have them click on your user and use the drop-down menu to change your status from locked out to active. While they’re at it, they can click the “reset password” button right next to the status drop-down menu to have AAM send you a temporary password (check out the section above for more details about how that email will look):
If you don’t have another AAM admin in your org, you can contact Exchange support to unlock your account. The response time varies but is usually a couple of days.