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Resetting Passwords via Temporary Password

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Written by Matt Harris
Updated over 3 months ago

There are 2 ways to reset a password:

  1. Customer Initiated via App – the customer presses the “Forgot Your Password?” link in the app
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  2. Support Initiated via Portal – a team member with portal access issues a temporary password

Sometimes, customers may have difficulty with using the self-serve password reset. In these cases, a team member may reset the customer’s password in the portal.

This guide discusses temporary password resets accomplished through the portal.

To issue the customer a new temporary password, follow these steps:

  1. Navigate to the customer’s profile in the portal, then General > "Roles and Access."
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  2. Click “Set Temporary Password":
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    ​Note: The button may look different if the customer has not set up their profile. The button will instead say "Create User and Set Temporary Password." The function of this button is the same.
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  3. A pop-up screen will ask if you are sure you want to set a temporary password. Click "Confirm" to generate a temporary password.
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  4. Another pop-up screen will display a case-sensitive password that will appear only once on the screen. Be sure to note the password, as it will not be retrievable once dismissed.
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  5. The app will then prompt the customer for their password. On the first screen, they should enter the temporary password generated by the portal.
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    ​IMPORTANT: This password will not be emailed to the user. This password will need to be given to the user for them to use.

  6. Next, the app will prompt the customer for a new password that conforms to the listed password rules. This will be a password they create for themselves. They should not share this password with you.
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  7. Direct the customer to press “Update Password.” This is the final step and will let the customer back into their account. ​

A few things to remember about password resets:

  • Once a temporary password is generated, the account status will change in the portal to “Force Password Reset.”

  • The customer must complete the process by entering a temporary password generated in the portal.

  • The customer may not use an old password or a customer-initiated password reset by email.

  • The customer will effectively be locked out of their account until the process is finished.

  • If the temporary password is lost, new temporary passwords may be generated, but the newest temporary password must be used.

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