How to Reset Customer Passwords

⏱ Estimated time: 2 minutes

👤 Role: Reservations Teams, Receptionists, Customer Support

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What you'll learn:

• How to locate a registered customer account.

• The process for triggering a secure password reset email.

• Troubleshooting tips for guests who haven't received their reset link.

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When should I use this?

Use this guide when a returning guest contacts the property because they are unable to log in to their member account. This is common for frequent bookers or corporate guests who wish to manage their existing reservations or use saved details for a faster checkout.

Key Logic:

For security and data privacy (GDPR), the platform does not allow staff to see or manually type in a new password for a guest. Instead, you trigger an encrypted Password Change Link that is sent directly to the guest’s registered email address, allowing them to reset it privately.

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Before you start:

• Verify the guest's identity and confirm the email address they used to register.

• Ensure you have "Manage" permissions for Customer Accounts.

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Step-by-step:

1. Locate the Customer Account

1. Log in to the Ecommerce platform.

2. In the sidebar menu, navigate to Manage > Customer Accounts.

3. Use the search bar at the top of the page to find the guest by entering their Full Name or Email Address.
   

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2. Trigger the Reset Link

1. Once you have identified the correct account, click the Edit button on the far right of the row.

2. Within the customer details view, ensure you are on the Orders tab (this is the default view).

3. Click the button labeled Send password change link.

4. A confirmation message will appear indicating the email has been dispatched.

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3. Advise the Guest

Inform the guest that the email has been sent. To ensure a smooth experience, provide the following advice:

• Check Junk/Spam: Automated security emails are occasionally diverted by email filters.

• Link Expiry: Reset links are typically time-sensitive for security; advise them to click the link as soon as it arrives.

• Direct Login: Once reset, they can log in at the checkout screen or via the "Sign In" link on your storefront.

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Best practice:

Account Verification: If you cannot find a guest in the "Customer Accounts" section, they may have "Checked out as a Guest" previously without creating a permanent account. In this case, advise them to simply create a new account during their next booking.

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Important Notice:

Locked Accounts: If a guest has attempted to log in with the wrong password too many times, their account may be temporarily locked. Sending the password reset link from the admin portal as described above is the fastest way to verify their identity and unlock the account.