Resetting a Customer's Password

• Overview
• Configure password reset email templates
• Customer-requested password resets
• Manually reset a customer password
• Send mass password reset emails
• Troubleshooting

Overview

This article explains how to configure password reset email templates, manually reset an individual customer's password, and send password reset emails in bulk.  

Configure password reset email templates

Password reset email templates are located under Settings > People > General.

To review or change these templates:

1. Go to Settings > People > General.
2. Locate the password reset email settings.
3. Select the appropriate email template for each password reset event.
4. Save the settings.

Note: Review the selected templates before sending a bulk reset notice to confirm that the content, links, and branding are correct.

 

Customer-requested password resets

When a customer uses the lost-password option on the storefront, the system sends the template selected under Reset Customer Password Email.

After the customer successfully creates a new password, the system sends the template selected under Reset Customer Password Confirmation Email.

 

Manually reset a customer password

1. Go to Customers.
2. Search for the customer whose password needs to be reset.
3. Open the customer record for editing.
4. Click the Reset Password link.
5. Enter and confirm the customer's new password in the window that appears.
6. Click Save in the upper-right corner.

Note: If the password reset window does not appear, check the browser's pop-up blocker and security settings. Also check any third-party security software, such as firewalls or internet security filters, that may block pop-up windows.

 

Send mass password reset emails

Administrators can send password reset emails to selected customers or to all customers. This option can also be used to send a bulk password setup notice to newly added customers.

1. Go to Customers.
2. To email only certain customers, select the checkboxes beside those customer records. Skip this step when emailing all customers.
3. Click More Actions > Send Reset Password Email.
4. Select one of the following options:
   • Selected Customers sends the email only to the customers selected in the customer list.
   • All Customers sends the email to every customer.
5. Confirm the action when prompted.

Warning: The All Customers option may send a large number of emails. Confirm that the Mass Customer Password Reset Email template is correct before continuing.

Troubleshooting

• If customers do not receive an email, verify that their customer records contain valid email addresses.
• Confirm that the correct templates are selected under Settings > People > General.
• Ask customers to check their spam or junk folders when a reset email is not in their inbox.
• If the manual reset window does not open, allow pop-ups for the administration site and review browser or security-software restrictions.