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The Password Reset Process
The Password Reset Process

When a customer forgets their password, you can guide them through the password reset process or initiate it on their behalf.

Louise Dollimore avatar
Written by Louise Dollimore
Updated over a month ago

How the Password Reset Process Works for Customers

  1. Direct the Customer to the Login Page
    Customers can start the password reset process from the login screen. Ask them to go to the login page and click "Forgot your password?" as shown in the image below:

  2. Initiating the Password Reset
    When a password reset is requested by the customer or initiated by a staff member, an email will be automatically sent to the customer’s registered email address.

  3. Email Format
    The email will display your hub’s name at the top in bold, followed by the subtitle "Reset Your Password". This email includes a link for the customer to reset their password.

  4. Link Expiry
    The reset link is valid for one hour. If the customer doesn’t use it within that time, they will need to request a new password reset link.

  5. Password Reset Page
    After clicking the link, the customer will be directed to a page where they can create a new password. Ensure they follow the instructions to create a secure password.
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  6. Logging In
    Once the password has been successfully reset, the customer can log in with their new password.

Troubleshooting

  • If the customer does not receive the password reset email, ask them to check their spam or junk folder.

  • If further issues arise, a new reset can be initiated by staff, or the customer can be guided through the process again.

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