Let your customer reset it
- Your customer opens your sign-in page and clicks Forgot password?.
- They type their email and click Send reset link.
- They open the email and choose a new password. The link works for 1 hour.
A customer who is already signed in can open Profile and click Email me a password reset link.
Make a new password yourself
- Sign in to your brand admin. See Open your brand admin.
- In the menu, open Customers → Customers and click the customer.
- Under Admin Actions, click Reset Password.
- Confirm with Reset.
- A new password is shown once. Copy it before you close the box.
What happens next
The old password stops working and the new one works at once. We do not email the new password. Send it to your customer yourself, in a private way, and suggest they choose their own with Forgot password?.
Anyone who has this password can sign in as your customer. Never post it in a public place.
Common problems
My customer did not get the reset email
Ask them to check their spam folder and that they typed the email they signed up with. A suspended customer cannot reset their password until you unsuspend them.
Reset Password says it failed
Your role needs the permission Reset a customer's password or sign in as them. See What each staff role can do.