Launch Adobe® Illustrator® with the Esko Data Exchange plugins installed or launch the Studio Visualizer and follow the steps given below:
Open the Shapes Preferencesin the Adobe® Illustrator®.
On Mac: go to the Adobe® Illustrator® > Preferences > Esko > Shapes Preferences….
On Windows: go to Edit > Preferences > Esko > Shapes Preferences….
Open the Shapes Preferences in the Studio Visualizer.
On Mac: go to Studio Visualizer > Preferences > Shapes.
On Windows: go to Edit > Preferences > Shapes.
Remove the User Name and Password from the Preferences window retaining the Server Address (which should always be: shapes.esko.com).
Click the OK button to save the preferences.
Now, open the Shapes window by clicking: File > Structural Design > Open from Shapes….
Click the Reset Password link. A window as shown in the screenshot below will appear:
Enter the user name that was used during the Esko Support Account registration and then click the Submit button.
A confirmation e-mail will be sent to you. After confirming the reset password action, you will receive a temporary password. A link to choose the permanent password will be displayed the next time you login.