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Password

Category: 📲 Account Management  |  Section: Password  |  Contact reason: Password

Summary — read this first

What this article covers: Client contacts CS to change their password ​. 2 use cases: User does not receive the "Reset Password" email; User receives the "Reset Password" email but they are redirected to "Log in".

Pick your use case:

  1. User does not receive the "Reset Password" email — Check whether the user is awaiting phone validation or not
  2. User receives the "Reset Password" email but they are redirected to "Log in" — Could you invite the member to follow these steps o n the iOS app
Escalation team(s) Technical
Ticket status On-hold → Solved
Key system paths C360 > Buyer/Seller > Basic info > Awaiting phone validation
Macros Account Management::Password::How do I change my password?

Context and first steps

Context: Client contacts CS to change their password ​

First steps (all cases)

🎯 Process: The member has 2 options:

  1. If they can still access their account, they can update their password in the “Account info” tab. Send macro: Account Management::Password::How do I change my password?
  2. If they cannot access their account, they can click on the “Forgot password” link on the login page. They will receive an email with a link to reset their password. Please note that this link is valid for 2 hours.

1. User does not receive the "Reset Password" email

🎯 Process: please check whether the user is awaiting phone validation or not Go to C360 > Buyer/Seller > Basic info > Awaiting phone validation

Sub-cases

YES

🎯 Process: Ask the user if they are receiving other emails from VC

Yes

🎯 Process

  1. Ask the member to provide you with the email associated to their VC account
  2. Confirm to them if the email is correct or not
  3. If their email is correct, then invite them to search in their email inbox with this name: “Reset your password”
  4. If they still can’t find it, escalate to L3
  5. Set ticket status to ‘On-hold’
  6. Please provide an answer to the user based on L3 team’s feedback
  7. Solve the ticket
If L3 couldn't identify the issue in Braze

🎯 Process: please escalate to the Technical team with a child ticket and a JIRA ticket. Refer to this

No

🎯 Process

  1. Please inform the user that if they are “awaiting phone validation" it means the registration has not been completed, so there won't be any password reset. Invite the user to finish their registration first.
  2. Solve the ticket
NO

🎯 Process: it depends of the device of the user

Desktop/web

🎯 Process

  1. Invite user to “Sign in”
  2. Enter their email (do not use “Continue with Google” or “Continue with Facebook”)
  3. User will be redirected to “Sign up”
  4. User will have to choose a password again, even if they already did this step in the past
  5. User will be redirected to verify their phone
  6. Confirm to the client that once they have verified their phone number, they will be able to log in
  7. Solve the ticket
App

The user tries to log in in APP but gets the error message “ Incorrect email or password” (because it’s an unverified account, so it is not fully created)

🎯 Process

  1. When the user clicks on “ Reset password” they see the message “ We’ve just sent you an email containing the password reset procedure. ” However, the email was not sent because the account does not fully exist.
  2. Invite the client to click on “Or return to Log in”
  3. They will be redirected to another screen, where the user needs to press Sign up using the same email address.
  4. Ask the member to fill in their information using the same email and choose a password of their choice even if they did this step in the past:
  5. User will be redirected to verify their phone: If the user encounters issue in receiving the verification code, please refer to this process: User does not receive the verification code/ can't create an account
  6. Go back to C360 and check if the verified phone number appears now
  7. Confirm to the user he is now able to log in
  8. Solve the ticket

2. User receives the "Reset Password" email but they are redirected to "Log in"

📖 Context: User received this email, and clicks on “ Change my password ” however they still experience issues to update it: We are indeed aware of an issue on iOS app around Reset password feature

🎯 Process: Please could you invite the member to follow these steps o n the iOS app:

  1. Go to Login, click on “Forgotten password?” to trigger the reset password email
  2. Close the app completely, do not keep it open in background
  3. Go to your emails app and open the Vestiaire Password reset email
  4. Tap on password reset link and change your password Closing down the app before clicking on the email link should resolve the issue for now. Our tech team is working to resolve the underlying issue on the redirection to the correct page.
  5. Solve the ticket
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