Send a member a password reset email when they cannot reset their password themselves.
Time required: 5 minutes
User role: Administrator
Module: Moves+ app, or Moves+ admin > Customers
Before you start
- There is no reset button on the Users page. You send the reset email for the member from the app, or generate a link on the Customers page.
- Check the member's email address. Go to Users and search for it. If the address is wrong, correct it with Bulk Update Emails on the Users page first.
- If your organisation uses single sign-on, members sign in with their organisation account. Your own IT team resets that password, not Moves+.
- Up to 4 reset emails can be sent for one user in an hour.
Send a reset email from the app
1. Open the sign-in screen
On any phone with the Moves+ app, sign out if you are signed in. Select the member's organisation.
2. Open the reset page
Select I have forgotten my password. A web page opens in the phone's browser.
3. Enter the member's email
Enter the member's email address and select Submit. The page shows Password reset request sent. Please check your email. It shows this message even if no account uses that address, so check the address first.
4. Ask the member to check their email
The email has the subject "Request to reset your password". The member selects Click Here To Reset Your Password, enters a new password twice and selects Submit. The password needs at least 8 characters, with an upper-case letter, a lower-case letter, a number and a special character. The link expires after a while, so they should use the newest email. Each new email replaces the links in earlier ones.
Or generate a link on the Customers page
If your organisation has the Customers page, you can create a reset link and send it to the member yourself. We are bringing these onto the user's page in the Users area, so this step will move.
- Open Customers, search for the member and select view.
- Open Personal Details. Under Reset Password, select Generate password reset link.
- Copy the link and send it to the member's own email address only. Anyone with the link can set the password.
Result
The member sees Password Updated Successfully. They return to the app and sign in with the new password.