How does one reset Parallels Desktop for Mac sign in password?

I have a client that has been successfully running Parallels Desktop for Mac v11 for years. (Now v11.2.3.) Suddenly today, she is asked, for the first time since installation, to sign in to Parallels Desktop for Mac. The Parallels Desktop sign in email address and password she recalls are the same email address and password as for her Parallels.com My Account, which do authenticate on the web site, but fail for sign in.

She is running macOS 10.14 (Mojave) on a MacBook Pro.

I've spent hours unsuccessfully trying to find instructions for resetting the Parallels Desktop for Mac sign in password. The only Parallels Desktop for Mac sign in password reference I can find is in the v11 User's Guide, which just suggests checking the cap-locks key.

Any suggestions would be appreciated.

TIA

 

Hello, could you please provide us with your client email address we will help you to reset password.

 

Maria,

Thank you for your kind assistance offer.
How do I communicate that information privately to you?

 

Maria,

Ahh--I see. It looks like this reply is private.

My client's email address is:

She successfully logged into her Parallels.com My Account yesterday (12 Oct 2020 PT GMT -0700) with that same email address, but Parallels Desktop for Mac does not accept it. Her written records suggest to her that both the email address and the exact same password were what she successfully used when originally installing and registering Parallels Desktop for Mac. (If I recall correctly, she has successfully been using Parallels Desktop for Mac since version 4, including version 9 and 10. Version 11.2.3 worked successfully a day or two earlier, 11 Oct 2020 PT (GMT -0700) or 10 Oct 2020 PT (GMT -0700).

 

Hello, did she get any specific error message during or after login?

 

Maria,

When she attempted to sign in to Parallels Desktop for Mac, the error messages indicated that the email address and password she supplied were not correct. (Unfortunately, to the COVID-19 pandemic, she and I were not in the same room, so I do not have a screenshot of the sign in failure.)
She tried multiple times, power cycling her MacBook Pro in between.

 

Again, she was not able to sign in to Parallels Desktop for Mac yesterday.

Also, she said that she did not recall ever having to sign in again after the initial installation and registration.

(Similarly, when thinking back upon my own personal copy of Parallels Desktop for Mac v14 use, while I could be mistaken, but I don't recall ever needing to sign in after the original registration. It may well be that it has been 4,114 days since I originally installed and signed in to v7.)

 

Maria,

Is there anything further you need to initiate resetting her Parallels Desktop for Mac sign in password now?

It does not appear that either of us has received any instructions via email. Both of us received a "Sign-in to your Parallels account from unrecognized web browser" email message yesterday when we each separately signed in to our respective Parallels.com My Account, but I presume those messages only pertain to our Parallels.com My Account (ie, would not also initiate resetting our Parallels Desktop for Mac sign in password).

Is that indeed correct?

She lost an entire day's work for lack of access to her Parallels Desktop for Mac guest OS software. It would be very much appreciated by both of us if her Parallels Desktop for Mac sign in password reset occurs in the next two hours, as she has, in turn, clients relying upon her timely performance.

Thank you for your personal time and efforts--I very much appreciate you taking the time to read and route this message as needed.

May God continue to protect and bless you, your co-workers and your families.

 

Maria,

My client was successful this morning at 10:50am PT (GMT -0700) signing in to Parallels Desktop for Mac.

Did you or other staff do anything?​

... or did the situation resolve itself without human intervention?

Please, though, do answer this question:

If one changes or resets the Parallels.com (web site) My Account password, does that have any impact upon any of the one or more licensed copies of Parallels Desktop for Mac sign in password(s)?​

Thank you for your personal time and efforts--I very much appreciate you taking the time to read and route this message as needed.

May God continue to protect and bless you, your co-workers and your families.

 

Hello, please sorry for the delay and check your inbox for more information.

 

Maria,

Thank you, but my client did not need to reset her Parallels.com My Account password. She and I thought that she needed to reset her Parallels Desktop for Mac Sign In password.

I would appreciate getting an answer to my question from post #9 above, even if the question needs to be escalated:

If one changes or resets the Parallels.com (web site) My Account password, does that have any impact upon any of the one or more licensed copies of Parallels Desktop for Mac sign in password(s) [associated with a particular Parallels.com My Account].​

Thank you for your personal time and efforts--I very much appreciate you taking the time to read and route this message as needed.

May God continue to protect and bless you, your co-workers and your families.

 

I am trying to re-install Parallels. on Macbook Air 2010 M1. I have downloaded free upgrade to version 17 but it will not install. It is asking for an administrator name and password. In the username box my name is preset but the password is not being recognised. I've had to login to my.parallels.com on another machine and reset my account password. This new password is accepted on 3 different devices but it stubbornly will not accept it on the Macbook to allow installation.
Is it not my account password that it wants? If it's something else then I haven't a clue what it might be and need help to fix this issue. Thank you.