Troubleshooting Password Reset

Article Title
Troubleshooting Password Reset

Category
Account & Verification / Login Issues

General Information
Players may encounter issues when attempting to reset their password. These issues can include expired links, not receiving reset emails, or problems with verification codes. Agents should follow structured troubleshooting steps to resolve these issues.

Purpose / Objective
To guide agents in troubleshooting common password reset issues and ensuring players can successfully regain access to their account.

Scenario / Use Case
A player is attempting to reset their password but encounters issues such as expired links, missing emails, invalid credentials, or verification problems.

Step-by-Step Instructions

1. Identify the issue the player is experiencing during password reset.

2. Apply the appropriate troubleshooting step:

• Expired Reset Link

  • Inform player links expire after 72 hours or when a new link is requested
  • Instruct player to delete all reset emails, close browser windows, and restart the reset process

• Not Receiving Reset Email

  • Check spam/junk folders
  • Confirm email address on file
  • Wait up to 15 minutes
  • Add support email to address book
  • Retry reset process

• Password Not Accepted

  • Confirm password meets requirements
  • If valid, clear cookies/cache and restart browser
  • Attempt login again

• Account Not Found

  • Confirm email is correct
  • Ensure “Invalid Email” is not checked
  • If email access is lost, have player contact their email provider
  • If unresolved, refer to account change process to update their email address

• Technical Issue Requesting Reset

  • After all troubleshooting, verify in NeoSphere
  • As a last resort, trigger reset manually through the MSL website using the “Forgot Password” option

• Password Reset Pop-Up Not Appearing

  • Instruct player to adjust browser pop-up blocker settings
  • Refresh browser and retry process

• Email 2FA Issues

  • Confirm email matches account
  • If not, have player use SMS code or update email

• Phone 2FA Issues

  • Confirm phone number and email match account
  • If not, use email option or update phone number

Additional Information / Tips

• Reset links expire quickly and should be used immediately.
• Closing all browser windows can resolve multiple reset conflicts.
• Always confirm account details match before troubleshooting 2FA issues.

Variations / Related Questions Phrased Differently

• “My reset link isn’t working”
• “I didn’t get my password reset email”
• “Why can’t I log in after resetting my password?”
• “My code isn’t working”
• “I clicked the link but nothing happened”

Common Issues / Troubleshooting

• Issue: Multiple reset attempts causing confusion

  • Have player delete all old emails and restart process

• Issue: Email never arrives

  • Check spam, confirm email, and retry after adding support email

• Issue: Pop-up blocked

  • Disable blocker and retry

• Issue: 2FA mismatch

  • Ensure correct email/phone matches account

• Issue: System not allowing reset

  • Perform manual reset as last resort