How to reset a customer password
A customer who forgot their password or is locked out can reset it themselves from the login page, and that is the safest reset. When you need to help, you have two options.
Where to go
- Open the customer under Customers > Lookup / Manage.
- Click Account Assistance.
Option 1: send them a reset email
Under Reset Password, click Send Password Reset Email. The customer gets a link to set a new password. You can also send it from the customer page: under Send Email, click Password Reset.
Option 2: set a password for them
Under Change Password, enter the new password and click Change Password. It takes effect at once. Tell the customer what you set, and ask them to change it.
Signing a customer out everywhere
To sign a customer out on every device and browser without changing their password, for example after they used a shared computer, click Log Out All Sessions on the same page and confirm. They log in again with their usual password.
Good to know
- Either option signs the customer out on every device. They log in again with the new password.
- Both options and Log Out All Sessions need the support role or above.
- On a manager's account, setting a password, changing the email and Log Out All Sessions need a manager or above. On an owner account, they need an owner. The reset email works for any active account.
- Reset emails are limited to a few per customer in a short window, so a repeated click does not send a stack of them.
- The same page changes the customer's email address, and reactivates an address that was blocked after a bounce.
Keywords: cannot log in
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