---
title: How to reset customer password?
description: If one of your customers has forgotten their password or needs to reset it for any reason, you can assist them by guiding them through these straightforward steps to reset their password and regain access to their account.
---
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# How to reset customer password?
## If one of your customers has forgotten their password or needs to reset it for any reason, you can assist them by guiding them to do this themselves, or you can do it from the Merchant Portal for them.
**To Guide Them**
**Step 1: Initiating the Password Reset**
Instruct the customer to have them access the login screen in the app and tap on the "Forgot Password" link. This action will trigger the password reset process.
**Step 2: Requesting a Password Reset**
Explain to the customer that they will have two options to request a password reset: through their registered phone number or email address. Ask them to choose the option that's most convenient for them.
**Step 3: Receiving the Verification Code**
Inform the customer that a verification code will be sent to their registered email address or phone number. Advise them to check their email inbox or SMS messages to find this code.
**Step 4: Inputting the Verification Code**
Guide the customer to return to the app and enter the verification code they received. This step verifies their identity and confirms that they're the account owner.
**Step 5: Setting a New Password**
Once they've successfully entered the verification code, explain that they'll be prompted to create a new password. Encourage them to enter their new password and confirm it by entering it again.
**Step 6: Logging In with the New Password**
Congratulations! Their password has been reset. They'll be directed back to the login screen. Now, they can use their new password to log in and access their account.
Emphasize the importance of choosing a strong password that includes a combination of letters, numbers, and special characters to enhance the security of their account.
**To Reset from The Merchant Portal**
**Step 1: Navigate to Customer**
Go to Customer Services, then Customers, and search for the customer who requires the reset.
**Step 2: Reset the Password**
Click into the customers account and in the top left you will see the text 'Reset Password".
If the customer encounters any issues during this process or has further questions, let them know that your support team is available to assist.
Customer account security is a priority, and you're here to ensure a seamless password reset experience for them.
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