Customer/End-User Password Tutorial and Troubleshooting

How to Send Customer Password Reset Emails

1. Select Customers to access your customer database
2. In the top left, you can search by last name or any other available identifiers
3. Once you've located the customer in question, click the Customer Information button
4. Click the Reset Password button and an email will be sent to the customer's email address that's on file with their account
Note: 1. If the customer states they haven't received the email, first ask them to check their Spam or Junk folder as it may be caught in their email provider's filtering mechanism. 2. If the customer still cannot locate the email, verify that the Last Name and Email Address are accurate and there are no misspellings or typos as this is a common error when customers do not receive the email. 3. If there is an error, update the customer's record and resend the password reset email.

Customers can also Self-Serve to Reset Their Password

1. To do so, the customer would click on the Need Your Password? link.
2. Customers then follow the instructions of entering their last name and email address and the reset password email will be sent to them.
Note: The link in the password reset email is good for 1 hour, if more than 60 minutes has already passed, a new reset email will need to be sent. Passwords must contain at least 10 characters, 1 uppercase letter, 1 number and 1 special character. (The following special characters are allowed: + - . , ! @ # $ % ^ & * ( ) ; \ / | < > " ')

Common Troubleshooting Issues

• If the customer gets an error when changing the password, it could be because they are reusing an old password or there is a browser error
  • First, try manually entering the password
  • Then, try restarting the browser or opening the link in private /incognito mode.
• If the customer clicks on the Need Your Password link and submits their information multiple times, only the last email received is valid. So ensure the customer is using the most recent password.
• Password reset emails regardless of platform are frequently caught in Spam, Junk, or Clutter email inbox filters, ensure these are checked when attempting to locate the email.
•  If the customer does not receive the email, its more than likely because of high email security restriction on the local network. Please contact your local IT department to ensure @catertrax.com emails are not being blocked.
   

Note: CaterTrax is not authorized to assist end users (your customers who place orders). CaterTrax is not able to create, or modify customer accounts. However, you can send customers this video link with instructions: Customer Password Reset Help