If customers report being unable to set a new membership password successfully, store owners can refer to the following three points to assist and confirm with them.
This article will cover the following:
1. Password is fewer than 8 characters
If the new password entered is fewer than 8 characters (letters, numbers, or a combination), the system will display a prompt below. Customers must enter a password with the required length to complete the setup.
2. Expired password reset link
Customers must complete the password reset within 24 hours of receiving the reset email. If the link has expired, they will need to delete the old reset email and click Forgot Your Password again to request a new one.
3. Invalid password reset link
When customers use the "Forgot Your Password" feature multiple times, the system will send several password reset emails. Once a new reset email is sent, the link in the old email will expire immediately. If the customer tries to use the expired link, they will encounter an invalid link error.
*Note: In this case, ask the customer to delete all old emails and then try using the "Forgot Your Password" feature again. They should use the link from the most recent email to reset their password.
The password reset email may end up in the spam folder. If the customer has not received the email after some time, suggest checking the spam or searching for the email named "Password Reset Request".
Advise the customer to add the email address notify@shopline.com to their contact list to prevent the system from categorizing it as spam or promotional.
Customers will need to set a member password in the following three situations:
Situation 1
When a customer places an order as a non-member and selects the option to "Create an account with (store name) shop", the system will send a password setup email upon order confirmation. The email subject will be "Please set up an account password".
Situation 2
When a customer clicks Forgot Your Password on the login page, the system will immediately send a password reset email to their inbox. The email subject will be "Password Reset Request".
Situation 3
When importing customer data in bulk, if the customer is marked as a member in the file, the system will send a password setup email to their inbox after the file is uploaded. The email subject will be "Please update the password and information for your (store name) member account".
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