Listeners may write into support when they have an issue accessing their account. The most common issue is a listener has lost their password or lost access to the email they used to sign up for their Supercast account, and thus cannot use the reset password function. Here are the steps to address this issue.
Resetting a Subscriber's Password
1) Use their email to look them up in www.supercast.tech/admin/users.
2) Verify that they are subscribed to the podcast they say they are.
3) Open an incognito window in your web browser and go to supercast.tech/password_resets/new
4) Type the users email into the box and click Submit
If there is an issue with the password reset link, you can manually create a temporary password with the following process.
1) When in the subscribers account, click on Edit User in the top right corner
2) Scroll to bottom of the page, create a temporary password (i.e. temp1234) and click Update User
3) Email the subscriber with their temporary password, and ask them to set up a new password. Details on how to do that are in this support article.
Changing a Subscriber's Email
1) Ask the listener to send you the podcast they are subscribed to and the original email the used to signup for the subscription.
2) Use the email to look them up in www.supercast.tech/admin/users
3) Verify that they are subscribed to the podcast they say they are
4) Next you will need to verify the person contacting you for support is indeed who they say they are. For security purposes this is a VERY IMPORTANT step. To do this, do the following:
Use the find function (⌘f) in your browser and search for "last 4"
By doing this search you will be taken to the section of listener data that will display the following about the credit card they use for their subscription:
Last 4 digits of their card
Expiry date
Postal Code
Ask them to confirm the above information with you.
If they do then you can proceed to the next steps. If not, then you cannot reset their email.
5) Once they have confirmed their identity, you can now ask them for what email they want on their account. Click the Edit User button in the top right of the page, put in the new email, and click update user at the bottom of the page.
6) Their profile will now be updated with the new email. Tell them to go to their podcast sign-in page and click on "reset password". They should receive an email to reset their password to the new email address.
If they cannot verify their identity, you cannot reset their email.