Before Resetting the Password
Before initiating a password reset, it's essential to first determine whether the reset is truly necessary. Often, users may believe they need a new password when, in fact, they may be entering incorrect credentials or experiencing a temporary lockout due to multiple failed attempts. By confirming that the user is using the correct login information and verifying their account status, unnecessary password resets can be avoided, saving time and reducing potential system strain. Always ensure that a password reset is the appropriate solution before proceeding.
Verify User Credentials
Ensure the user is attempting to access their account using the correct credentials. Sometimes, the user might input an incorrect email or username, which prevents successful login. Double-check the credentials on file and confirm they match what the user is entering.Check for Account Lock
If the user has made too many failed login attempts, their account may be temporarily locked. In this case, unlock the account by accessing the user’s edit page and clearing the lock status.
Check for Account Status
In some cases, the user's account may have been deactivated or expired, which can prevent successful login attempts. Before proceeding with any password reset, ensure that the account is still active. If the account has been deactivated or its validity period has expired, reactivate it by accessing the edit page and deselect "Deactivate account".
Resetting password
To reset a password, the instructions can be found here:
When a user reports issues with resetting a password, use the following steps to troubleshoot and resolve the problem:
Check the User's Internet Connection
Ensure the user is on a stable internet connection, as poor connectivity can disrupt the password reset process.Verify the User’s Credentials
Confirm that the user is using the correct email address associated with their account. It’s not uncommon for users to mistakenly attempt a password reset with an incorrect email.Attempt from a Different Browser or Device
Advise the user to try resetting their password from another browser or device to rule out local compatibility issues.Use Alternative Apps
Suggest the user reset their password via any of the following apps: ReadiOne, ReadiSync, or ReadiSupervise.Review the Verification Email
Instruct the user to check both inbox and spam folders for the verification email. Make sure they are using the most recent email, as multiple attempts could generate several emails with different tokens. In cases where the user doesn’t have email access, the reset email might be received by a Manager.Ensure App Updates
If the reset is being performed via an app, confirm the user is using the latest version, as outdated software may cause errors.Clear Browser Cache and Cookies
If the password reset is via a website, advise the user to clear their browser’s cache and cookies to avoid potential conflicts.Disable Browser Extensions or VPN
Certain browser extensions or VPNs may interfere with the process. Recommend disabling them temporarily during the reset attempt.
Next Steps:
If the issue persists after these troubleshooting steps, escalate the case to the support team for further investigation.