vPPO
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      Password Reset SOP

      When a user can't log into their account they are likely to get upset as some amount of their time is lost. All we can do is make sure our users get back into their accounts as quickly as possible.

      Please familiarize yourself with the following guidelines and protocols involving our users' passwords and security.

       Rules:

      1. Never manually set a user's password
      2. Always utilize the password reset tool
      3. If any user reports the reset tool is not working, troubleshoot that after getting them into their accounts

      Scenario 1:

      User: Starts a call/chat with HD because they can't sign in. They've tried multiple passwords and maybe multiple usernames as well. They simply did not see or try the account recovery tool.

      HD: 

      1. If it is vPPO, use the Failed Logins tool to see if they are putting in the wrong username, password or both (coming to vPromotions soon).
      2. Use the Failed Logins tool or manually check their account details, confirm that they are using the correct username.
      3. If the username they are using IS correct, offer to reset their password.
      4. If they agree (what else can they do?) then use the Account Recovery Tool on their behalf
      5. Inform the user to check their email for the link to establish a new password
      6. If possible, stay with the user until they are back into their account

       

      Scenario 2:

      User: Has attempted to reset their password or reclaim their username to no avail. They just want back into their account.

      HD:

      1. Using their Firm/Name, find their account settings and verify their username.
      2. Provide the user with their current username and ask them what email address they are using to attempt recovery
      3. Use the Account Recovery Tool on their behalf
      4. Inform the user to check their email for the link to establish a new password
      5. If possible, stay with the user until they are back into their account
      6. After the call/chat is wrapped up, circle back to troubleshoot why the Account Recovery Tool may not have worked:
        1. Multiple email addresses in their account
        2. User was using alternate email in their domain
        3. If nothing is obviously "wrong" then check with a manager on next steps