When you first create a Neo4j AuraDB Instance through the Aura console, the system will generate a random password. It is imperative that you copy and preserve this password in a safe location as it will not be displayed again.
Neo4j Aura Support are unable to recover or reset an AuraDB Instance password for you. It should be noted that Neo4j personnel will never request your password for any reason.
Should you lose your initial password that was provided when your AuraDB Instance was created, you should download the latest dump (Export) and load it to another AuraDB instance to be able to use it.
Alternatively if you had created other than the default neo4j user accounts at the AuraDB Instance level (not the Aura console) you could reset the password following the methods described here.