Webapp/ Password Reset

Step 1

Customer reports a white screen or no access to the account. Verify they are using the correct email address, no caps lock or have them reset their password if neither the mobile or computer webview works.

Step 2

Customer informs they are inputting the correct values but still cannot get in. Have them close all browser sessions then try again. Request screenshots of errors, if possible. If the customer can access their webview from their phone that eliminates the account being an issue and most likely an issue with the computer. Send link to use free version of Malwarebytes or CCleaner or advise having an IT professional inspect their computer for issues if allowed by Tier 1 supervisor. Add-ins also cause issues so they may need to remove bad browser plug-ins. Check junk mail folder for the confirmation code.

Step 3

(Applicable to agreed upon support deal with reseller.)

Submit a support ticket if wep app service is down or the password reset is not working. If the reseller is operating its own environment, contact their cloud administrator.