Account_Reset Password

vishal shamnani Updated by vishal shamnani Permissioned article This article is internal and cannot be seen by public viewers.

Reset Password

If Account Lockdown Premium Security Feature is enabled (you see EXTRA SECURITY flag), Verification should be done ONLY over chat. Additional Verification will be done by Tier 3 -> please escalate after you followed current protocol before resetting password.

If a customer comes in asking for their account password to be reset, then follow the instructions below:

  1. Ask the customer to first try resetting the password themselves. Refer them to this article if you need to: I'm having trouble signing in to my account.
  2. Ask them to check the inbox and spam folder for the reset password link.
    They can use this password to log-in. Once they are logged, please ask them to update their password by clicking on Account > Billing and Settings.
  3. Ask them to try using the line number they have registered on their account as the username and then try signing in.
  4. If nothing is received, verify their identity with full name, email, shipping / billing address and 4 last digits of cc
Make sure you have verified the information from the AP before proceeding to the next step
Scenario 1: customer is facing SMS messages issues and customer asked for troubleshooting or customer does not have text in the plan
Verification for this scenario should be done over chat (through app is preferable - please ask them to use app) or over email from customer's registered email address. Customer can be a Visitor in Front.
Please always ask customers to chat from app to get account info
  1. Mandatory: PSS goes to Flow plugin on Front and checks the location of customer: city and country should be the same as in billing/shipping address
  2. PSS skips SMS OTP and asks additional security question 1:
    1) “When was your account created? When did you order your Starter Kit?” OR “When was your line activated? When did you buy your first plan?”
    PSS skips SMS OTP and asks additional security question 2:
    2) "When was your last charge?" OR "What was your Base Plan?"
    Do NOT expect customers to give exact date, month and year or season and year (e.g. spring 2020) should work.
  3. Customer answers correctly at least 1 of 2 questions.
Scenario 2: customer can successfully receive SMS OTP.
  1. PSS sends SMS from SMS folder on Front using canned response “OTP SMS”. Make Sure to create 6 digits OTP (except for 123456 or 000000 or 1111111 and the OTP should be the random numbers so it can not be easily guessed)
  2. PSS puts OTP number in Subscriber profile page comment section AND put a note on the Front initial thread saying OTP was sent and OTP number is XXXXXX
  3. Customer tells PSS the OTP and it should be the same OTP PSS invented in SMS
After Scenario 1 Or Scenario 2 Steps are completed
  1. Use the reset password button on Subscriber Profile to send a password reset email to the customer.
  2. If the customer does not receive the email sent by us, have Vishal, Yahya, Awan or Amna check the customers' email from "Send Grid".
  3. Ask the customer to check his mail Inbox along with Spam/Junk folders. In case multiple password reset emails are present, ask them to use the password from the latest one.
  4. If nothing works out, ask for a call back number from the customer. Request a call back from the Islamabad Team.
  5. Add Comments to Subscriber Page
    Request: Password Reset
Please do NOT change the password of the customer to "test123" on chat or email under any circumstance

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