{"title":"Reset a customer password","slug":"how-to-reset-a-password","url":"https://support.storeconnect.com/articles/how-to-reset-a-password","url_markdown":"https://support.storeconnect.com/articles/how-to-reset-a-password.md","subtitle":null,"summary":"Reset a customer\u0026#39;s password via the store sign-in page, a direct URL, or from the Salesforce contact record, with troubleshooting for common issues.","type":"Help_Documentation","video_url":"","keywords":"reset password, customer password, forgot password, password reset link, self-service password reset, trigger password reset, Salesforce contact, password reset email, expired password link, duplicate contact, email bounce, password troubleshooting, store sign-in, account access, password URL","last_modified":"2026-08-21T07:12:35+0000","body_markdown":"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.\n\n:::note\nPassword reset links expire after 6 hours by default. You can change this window with the `passwords.reset.within_minutes` store variable — see [Store security settings](store-security-settings). If the link has expired, the customer will need to request a new one.\n:::\n\n## Self-reset password\n\nCustomers 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.\n\n![Reset Password Page](https://res.cloudinary.com/hzkr6fi81/image/upload/v1781677761/documentation-media/reset-password-page.png)\n\n## URL to reset password\n\nIf 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`\n\n## Trigger a password reset from Salesforce\n\nNote: 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](how-to-add-fields-to-page-layouts).\n\n![Send Invitation](https://res.cloudinary.com/hzkr6fi81/image/upload/v1781677762/documentation-media/reset-password-contact-fields.png)\n\n1.  Open the user account in Salesforce.\n2.  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.\n\n**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.\n\n![Reset Password Link](https://res.cloudinary.com/hzkr6fi81/image/upload/v1781677764/documentation-media/reset-email.png)\n\n## Troubleshooting password resets\n\nIf the reset password email does not send:\n\n1.  Check there is an Organization Wide Email address set up per this [help documentation](setting-up-storeconnect-emails).\n2.  Check that a username already exist for the contact (If it does not exist use the Send Invite feature instead).\n3.  Check that there are no duplicate contacts with the same email address or same username.\n4.  Check that the email address has not bounced, clear any soft / hard bounces if needed - See: [Salesforce - Managing Bounce Data](https://help.salesforce.com/s/articleView?id=000393429\u0026type=1)\n5.  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](sync-error-tool).\n6.  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.\n7.  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.\n8.  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.\n\nFor all other issues, contact StoreConnect support."}