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GOOD STUFF!

How customers change their password?

We get this pretty common on support chat. For more info on how they can login to their customer portal and manage their subscription kindly see here. Read on to find out how they can change the password associated with their account. 

Changing the password from inside customer login area

If they are looking into changing password on their customer portal they'd need to do the following:

  • login to their customer portal
  • click on Manage
  • on the following screen, click on Account Settings (billing, email, password) link in the lower left corner of the screen
  • setting they're looking for is presented in the picture below:

Changing the password for the customer from the Subbly admin

In case your customer is having a hard time resetting the password for themselves using the customer portal, you can do it for them directly from your Subbly admin in just a few clicks:

  • Find the customer in the Customers section
  • Click on the 3 dots right next to their name on the right side
  • Go to Change password for the customer
  • Just enter the new password for them and click on Change password to save it
  • Done!

If the customer would still like to reset the password on their own, this is how they can request the password reset link from the Customer Portal log in section:

At this point, after they input the email address and submit, they will see the prompt that the reset email link has been sent out to them, so they need to check their mailboxes for it. If they don't see it immediately, it could be that it's inside the spam folder as well.

Once they locate it, they simply need to follow the reset link. They will be taken to the screen where they'll need to declare and repeat the new password, after which they'll be logged in to their account with their password changed.

And that's it! Make sure to provide all the support necessary for them to understand and to go through the process step-by-step. 


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