Sometimes, app users will struggle to reset their password. The most common queries are usually the following:
A) The link doesn't work.
That's usually because the link has expired. The link is only valid for 60 mins from the time it was sent.
B) They are not receiving the password reset email
The main reasons for this can be:
- The email address they entered is incorrect.
- They don't have a Moves + account
- They are selecting the wrong institution on the app.
- The email is being blocked by their institutions
Reasons 1 and 2 can be easily checked on the Moves portal.
To rule out any user error, we would advise to try and reset the password for them if they have failed to do it themselves multiple times.