If a customer contacts you because they have forgotten their password, you can guide them through a self-service reset directly on your website. You do not need to reset the password manually on their behalf.
How the password reset works on the website
When a customer needs to log in, they click the login button and enter their email and password. If they have forgotten their password, they click the “Forgot your password?” link.
From there, the customer enters their email address and clicks “Reset password”. The system then sends a password reset notification email to that address. The customer opens the email and follows the link to set a new password.
What you tell the customer
When a customer calls about a forgotten password, point them to the website and let them handle the reset themselves. The steps are:
- Click login on the website
- Click “Forgot your password?”
- Enter the email address
- Click “Reset password”
- Open the reset notification email and choose a new password
Q&A
What should I do if a customer forgets their password?
Direct the customer to your website. On the login screen, they click “Forgot your password?”, enter their email, and click “Reset password”. They receive a reset notification email where they can set a new password.
Do I need to reset a customer’s password for them?
No. The reset is self-service. The customer handles it through the “Forgot your password?” link on the website, so you only need to point them in the right direction.
How does the customer receive their new password?
After entering their email and clicking “Reset password”, the customer gets a password reset notification email. They use the link in that email to choose a new password.