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Troubleshoot Customer Password Reset

How you can help fix password reset issues for Customers

Richard Hogan avatar
Written by Richard Hogan
Updated over a week ago


The issue of a customer saying they can't reset their password. Please try each of these possible solutions before contacting us:


Sign In Page/Link

  • Ask them how they accessed the sign-in page. If your Customers go to the Enrollsy website to try and reset their password with you, they are in the wrong place.

  • If you haven't already, we recommend putting a link on your website where Customers can easily access their accounts with you. If necessary, direct them to your website.

  • You can also send them the Account Sign-In or Password Reset link from the My Company page:

    customer sign in links in Enrollsy

Verify Email Address

  • If they are in the right place and click the "Request Password" button but still have issues, you need to find out if they received the password reset email.

  • Verify their login email address to ensure it is the same email address in their account.

Doesn't Recognize Email Address

Suppose a parent is unable to log in because the system doesn't recognize their email. In that case, it's possible that the email address is being used for both a primary and secondary account holder in two different accounts. To resolve this, check if the email address appears twice in the system. If it does, you will need to either delete that email address or change it for the customer to be able to log in.

Password Reset Link

  • If the email address is correct and didn't receive the reset email, try sending them the password reset link from the My Company page.

  • Have them go through the process one more time and check their email again. Many times they did receive a password reset email, but they didn't click on it soon enough (password reset emails expire in 2 hours for security reasons), or they didn't see it or bother searching their inbox/junk/spam folders.

  • If neither of the steps above works, whitelist by following these instructions.

NOTE: When a reset password email is generated to the customer account, only the most recent email's link will work to reset the password. Generating many reset password emails in a row is not advised because doing so will invalidate previously generated emails.

If you've tried all of these and still can't log in, please use the chat button within Enrollsy to get additional help.

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