How to Assist Player in Resetting Password

Article Title
How to Assist Player in Resetting Password

Category
Technical Issues / Account Access

General Information
Players can reset their password using the “Forgot Password” option. This process requires Two-Factor Authentication (2FA), which adds an extra layer of security by sending a verification code to the player’s email or phone number on file.

Purpose / Objective
To guide agents in assisting players with securely resetting their password and troubleshooting common password reset issues.

Scenario / Use Case
A player is unable to log in and needs to reset their password or requests assistance with the password reset process.

Step-by-Step Instructions

1. Direct the player to the login page.
2. Instruct them to click “Sign In.”
3. Select “Forgot Password.”
4. Enter their registered email address or phone number.
5. The player will receive a 6-digit verification code via email or SMS.
6. Enter the code on the reset page.
7. Create a new password that meets the following requirements:
   • 8–16 characters in length
   • Includes at least 2 of the following:
     • Letters
     • Numbers
     • Symbols or special characters
8. Submit the new password.
9. Log in using the updated credentials.

Additional Information / Tips

• 2FA is required for password resets, email updates, and phone number changes.
• Codes may be sent to either the email or phone number on file.
• Encourage players to use strong, unique passwords.
• Advise players to complete the reset process in one session to avoid link expiration.

Variations / Related Questions Phrased Differently

• “I forgot my password—how do I reset it?”
• “I can’t log into my account.”
• “How do I change my password?”
• “I didn’t get my reset code.”
• “My password isn’t working anymore.”

Common Issues / Troubleshooting

• Issue: Reset link or code expired

  • Have the player close all browser windows and restart the reset process.

• Issue: Player not receiving reset email or code

  • Check spam/junk folder
  • Confirm correct email/phone number on file
  • Allow up to 10–15 minutes
  • Add support email to contacts and retry

• Issue: New password not accepted

  • Ensure password meets requirements
  • Clear browser cookies and retry

• Issue: Account not found

  • Verify correct email/phone number
  • Check if “invalid email” flag is set in system
  • Assist with email recovery or update if needed

• Issue: Player cannot access their email account

  • Advise contacting their email provider
  • If unresolved, follow email change process

• Issue: Technical error during reset

  • Confirm all troubleshooting steps attempted
  • Retry the process from the beginning