Instructions to request a password reset

Classification & Categorization (Case Reason): Technical Support > Question > Web Portal > Account Access [select from the options]

Customers can self-serve a password reset but may reach out to you for guidance.

📝 Guiding a customer to reset their password

📝 Cancelled accounts

📝 Did not receive the password reset email

📝 No email address on User Profile

📝 Update needed on the User Profile

📝 Guiding a customer to reset their password

1. Share the below-scripted instructions as part of your reply to the customer and solve the ticket.
   1. Let's get you back into your account. Head over to the login page and request a password reset using your listed email, just click on “Forgot your password?”.
      Example reply:
      You will receive a notification via email which will include your username and a temporary password for the account. Please update your password after you have successfully logged in.

📝 Cancelled accounts

Users will call advising they are unable to log in, before we jump to actioning a password reset, we need to identify who the user is, as this will uncover why they are unable to log in.

Here is a basic process to follow:

• Identify what username/email address they are using to log in with
• Search the Support Tool > Account Search for the user.
• Check the Status of the account

This could be cancelled because the Admin on the account has deactivated the Sub account, this will stop the user from accessing the account. We advise the caller they will need to contact their Admins to reinstate their account access. However, in some cases, it might be the whole account that is cancelled.

1. If the user exists under a cancelled account, grab the Gateway IDs and search them in Zendesk and Salesforce. We do this so we can locate any case history leading to why the account is cancelled, it may be due to bad credit, an account not needed, malicious activity, etc.
2. What we find will help us respond back to the caller. If you are unsure of what to advise, reach out to your available L1 Support Lead.
3. If it's a new account, you can also check with the lead/ opportunity owner and just let them know the customer has reached out and the account is cancelled/ trial expired. They will then let us know whether to ask Technical Support to extend the trial but they may also want to reach out to talk to the customer first.
   1. ℹ️ If the customer wants to be set up as PAYG then that still needs to go through the sales team member first with it being a new account.

📝 Did not receive the password reset email

In some cases, users may attempt a password reset and never receive the email from MessageMedia.

Firstly we should ask the user to check their email SPAM or JUNK filters (Sometimes users overlook checking there). Once you have located the user in the account, check if their user profile is Locked. A user who is Locked in an account will be greyed out. To unlock this, click the three dots and select “Unlock user“to advise the user to try again.

 

A user's access is ‘locked’ when they incorrectly enter their password too many times (more than 3 times) or more than 3 months of inactivity, this stops access to the account, and a password reset email will no longer be sent. The user or Admin will have to contact support to unlock them.

 
If the unlock button isn’t working, the workaround is to take note of the user details (including first name, last name, email, mobile, and accounts that this user has access to). Delete the user profile, and then re-invite the user. After that, you 'generate a password reset link' and manually accept the invite on the client's behalf. At this point, you may notify/advise the customer of the resolution, and you may re-login with your support user login, and ensure the issue has been fixed.

Support has triggered a password reset email and the user still has not received it

• The user's organization may have a Firewall blocking emails from MessageMedia
  • Generate Reset Password: This is a link we can only send via email from your support email address to the user.
  • Manually create the password for the user.
• If the user still does not receive the email. The user's email address might be on our blacklist. You will need to reach out to L1 Technical Support > L2 TS to investigate this. Escalate via Zendesk’s side conversation > Slack channel. The below format is used:

@support-melbourne <Gateway ID> - Can you please investigate if <email address> is on the email Global Black List?

Email Template: Password Reset

Hi [Customer Name],

Thanks for reaching us. 

I'm sorry you had trouble accessing your account. To reset your password, visit the login page [insert link here] and click "Forgot your password?", then enter your listed email address and follow the instructions.

You will then be notified via email with the username and temporary password for your account. We recommend that you change your password after successfully logging in.

[add the closing template]

 

📝 No email address on User Profile

Sinch MessageMedia has migrated all customer accounts from our Legacy product into our new platform, one issue that affected some users is that they were migrated over without their email address. Without an email address, you can understand why a password reset email won't work.

1. Discuss with the user what email address should be edited in the user's profile and add the email address to it.
2. Read through, then walk the customer through or share How do I change my email address? (see if this article is available on other brand's help sites).

📝 Update needed on the User Profile

The user will contact us about not receiving the verification code to access their account. In some cases, they must update the listed mobile number in their user profile for them to regain access to their own account.

Inform the requester of the process below.

• Admins can't update other user’s profiles.

• Support should only change a user's profile upon request by the user whose details they are.

• If the admin requests it, they should be copying the user for confirmation.