Reset a customer password

A customer who forgets their password can trigger their own password reset, but if they need help, you can send them to the correct URL or trigger a reset for them.

:::note Password reset links expire after 6 hours. If the link has expired, the customer will need to request a new one. :::

Self-reset password

Customers click the Forgot Password link on the sign in screen when trying to access your store. This will take them through the reset password flow.

URL to reset password

If a user cannot access the sign in screen, you can provide this reset password URL, tailored for your store domain: https://yourstoredomain.com/auth/password/new

Trigger a password reset from Salesforce

Note: You may need to add the reset password field to the Contact object page layout in Salesforce before you are able to do this. See Add fields to a page layout.

1. Open the user account in Salesforce.
2. Select the Reset Password option and save. And email will be sent to the contact with instructions for the password reset. This may take a couple of minutes to send and will show in the activities section once sent.

TIP: If you ever need to access the reset password link that was sent, you can open the email in the contact’s Activities section. The link will be in there.

Troubleshooting password resets

If the reset password email does not send:

1. Check there is an Organization Wide Email address set up per this help documentation.
2. Check that a username already exist for the contact (If it does not exist use the Send Invite feature instead).
3. Check that there are no duplicate contacts with the same email address or same username.
4. Check that the email address has not bounced, clear any soft / hard bounces if needed - See: Salesforce - Managing Bounce Data
5. Check for sync errors. A failed or stalled sync can prevent the password reset from being processed and the email from being sent. Review and resolve any sync errors - See: Manage sync errors.
6. Ask the customer to check their spam or junk folder. Reset emails can be filtered there, especially on a customer’s first email from the store.
7. Check the org has not hit its daily email send limit in Salesforce. Once the limit is reached, no further emails (including password resets) will send until it resets.
8. Check email deliverability access. In Salesforce, go to Setup and search for Deliverability, then confirm Access to Send Email is set to All email. This is especially important in a sandbox org, which defaults to System email only and silently blocks all outbound email, including password resets.

For all other issues, contact StoreConnect support.