Overview

When trying to reset the app user's/customer's password for an app, although the customer email address is found and displayed, there is no option to reset it. This article describes why you cannot reset the app user's password and how you can work around it

Diagnosis

You tried to reset the app user's password but you cannot find the 'update password' option.

This issue occurs when the Sign up with email option was not selected as the signup credential. Instead they choose any of the following social media Sign-up options:

Facebook
Twitter
Google

If the app user/customer used Facebook, Twitter, or Google, they wouldn't be able to reset the password from the login page of the app. They must use their social media credentials for signing in.

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Solution

The process below helps you determine the email address used when the customer signed up for the app. As mentioned above, it can also be their social media account (Facebook, Google, or Twitter). We can only identify the account credentials and the type of social media used upon sign up.

Log in to the CMS.
Go to Manage > Customers.
Search for the customer's email address then click on the arrow (>).
In the account, you will notice:
- If created with a Sign-up option
  - There will be no option to reset a password when clicking the menu (...) button.
  - A Google Username (which has been blurred in this case), shows that the account was created using the Sign up with Google option.
- If created using Sign up with Email:
  - Update Password button will be visible from the menu (...).
If the customer signed up with their email, proceed with updating their password. Otherwise, if the app user/customer used any of the social media accounts, inform them accordingly to contact the corresponding social media service provider to retrieve their password, as it is out of the scope of BiznessApps support.