How the Password Reset Process Works for Customers
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 images below:
The "forgot your password" screen on the old UI
The "forgot your password" screens on the new UI
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.
old UI
new UI
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.
old UI
new UI
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.
old UI
new UI
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.
old UI
new UI
Logging In
Once the password has been successfully reset, the customer can log in with their new password.
old UI
new UI
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.