If your customer is having trouble logging into their Shop account on your website, here's a few helpful ways that you can assist them:
1) Send them an email explaining that they can reset their password themselves, if they can remember the email address that they used when they first signed up.
- Ask them to reset their password by visiting your website shop login page, typically the login page for your customer is called the "My Account" page.
- They will need to know the email address they used to create their account (if they don't or it is not accurate, see option 2 below).
- On the My Account login page, there is a "Forgotten Password" link displayed under the login section.
- The address for the My Account page and for the rest password link for your website shop will be something like the following (you can check it by visiting your website and copying the specific page URL for your site) http://www.YOURWEBSITE.com/my-account
Here is an example email you can copy / paste and send to your customer - please ensure to modify the appropriate BOLD information.
Dear [ insert your customer's name ]
Thank you for your email and I'm sorry to hear that you are having difficulty logging in to our website ordering section.
If you have forgotten your password, you can reset it by following these instructions. If you find these steps difficult, you could ask a friend or colleague to assist you.
1) Visit our Shop login page: [ http://www.YOURWEBSITE.com/my-account/lost-password/ ]
2) Enter your email address in the displayed field
3) Then, check your email inbox and find the email with the subject: "Password Reset for...." - Be sure it has today's date and not an old email (you may have to wait some minutes for the email to come through)
4) Click on the link inside the email which says "Click here to reset your password"
5) This should bring up the website with the My Account Page, where it displays the "Enter a new password" fields.
6) Enter a new password on the left field - then repeat it on the right. Ensure you use a strong password that cannot be easily guessed - passwords should contain upper and lower case letters and / or characters. You can get a random, strong password from the following link and copy / paste it into the two password fields: https://www.random.org/passwords/?num=1&len=8&format=html&rnd=new Remember to make a note (somewhere safe) of the new password that you created.
7) If you prefer to use your own password (ensure it's strong!), you will need to type carefully to ensure the passwords match in both fields. Password characters are not shown for security reasons. To help you, you can first type the password into a word document so that you can see it and then copy and paste that into both of the password fields. Remember to make a note (somewhere safe) of the new password that you created.
8) After entering both passwords, hit the "Save" button. You should then be taken to the My Account - Login Page, where you must login again.
9) If you see a message saying "Passwords do not match" it means you didn't re-enter the new password correctly in the right field. Try again and type carefully, the same password into both fields.
10) If at any time you are already logged in and want to update or change your password - you will first need to enter your existing password. If you can't recall your existing password, you will need to Logout and then use the password reset instructions above to set a new password to something you can remember / make a note of.
I'm sorry if this all seems very draconian and strict, but unfortunately online security is now a serious issue and we must do our best to keep everyone safe on our site.
If you have any questions, please let us know
Kind regards
[Your Signature]
2) If they have forgotten the email address that they originally used to sign up with you, or if that email address is no longer accessible, you can reset their password & email address for them manually.
- Log into the admin page of your website
- Once in the admin section, using the left hand menu, navigate to the following page: Users > find the user > Edit > and scroll down to the password field.
- At the password field, you can generate a new password for your customer. Make sure to copy this password into an email to your customer (see below example).
- You can also update their email address if you wish
- If you want to check that the username and new password works correctly, you can open a new browser - e.g. if you are currently using Firefox - open up Chrome or visa versa (or use a "New Private Window" / "Incognito Window" of your existing browser) and login as them.
Here is an example email to copy / paste and send to your customer for option 2 - please ensure to modify the appropriate information.
Dear [insert your customer's name]
Thank you for your email and I'm sorry to hear that you are having difficulty logging in to our website ordering section.
I have reset your password / email for you - please try to login again and let me know if you have any further difficulties;
Username: [insert your customer's username]
Email: [insert your customer's updated email address if you changed it]
Password: [insert the new password you created for your customer]
If you have any questions, please let us know
Kind regards
[Your Signature]
3) If a customer wants to UPDATE or change their existing password, they can do this from within their My Account page. The will need to know their existing password in order to update it. If they can't remember their existing password but they are already logged in and want to update it, they will need to logout and then go through the Reset Password process mentioned in 1) above - or have you change it for them in 2) above - in order to be able to create a new, memorable password.
4) Many of our clients and also many of our clients' customer's use a password manager facility such as https://lastpass.com/ or https://agilebits.com/onepassword - These "password managers" will remember all the passwords you use - all you have to do is remember on master password! We highly recommend Last Pass and suggest you try it / recommend it to your customers.
If all else fails, please do contact us and we can assist you. Please note that we do not provide direct end user support to your customers for a variety of reasons. However, you can ask us to provide this service, which is chargeable at additional cost.