Purpose

What to do when the customer has forgotten their Timma Pro password.

Scope

For internal use / CuHas

Definitions/Acronyms

• First term: Definition of the first term.
• Second term: Definition of the second term.
• Third term: Definition of the third term.

Step-by-step guide

Procedures

Customer contacts us saying they’ve forgotten their Timma Pro password.

• Step 1: Check the basics

  • Step 1.1: Make sure the customer is trying to log in to Timma Pro.
  • Step 1.2: Make sure the customer is using the correct email.
  • Step 1.3: Ask if the customer has already used the “Forgot password?”-link.

• Step 2: Advice the customer to use the “Forgot password?”-link.

• Step 3: Check if the email has been sent successfully from Postmark. (check related resources at the end of this article for advice)

• Step 4: If customer still hasn’t received the new password-link to their email, use “Forgot password?”-link with their email address.

• Step 4.1: Send the new password-link manually using the customer’s email address.
• Step 4.2: Check if the email has been delivered successfully from Postmark.
• Step 4.3. a): If yes, and the customer still claims they haven’t received it, advice them to check spam-folder and possible other folders (Gmail has Social-folder and Promotions-folder).
• Steps 4.3 b): If yes, and the customer has received the new password link, yay! 🎉

Troubleshooting

Case 1: Customer doesn’t remember their login email address.

• Due to GDPR we’re not allowed to tell the customer which email they’ve used on their Timma Pro account.
• If the user in question is not Administrator-user, we can advice the user to turn to the salon’s Administrator-user, because they’re able to see which email has been used on the user’s account.

Related articles

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