Table of Contents

• Overview
• Partner Portal Password Resets
  • User Types in the Partner Portal
  • Resetting the Partner Primary User’s Password
  • Resetting a Partner Sub-User’s Password
• Merchant Portal Password Resets
  • User Types in the Merchant Portal
  • Resetting a Merchant's Primary User Password (From the Partner Portal)
  • Resetting a Merchant's Sub-User Password
• Troubleshooting

Overview

This article provides step-by-step instructions for resetting your password for both the Partner Portal and the Merchant Portal. Whether you've forgotten your password or simply want to update it for security purposes, this guide will walk you through the reset process quickly and securely.

Use the appropriate section below based on the portal you're trying to access.

Partner Portal Password Resets

The process to reset passwords for users within the Partner Portal, including both primary users and sub-users, depends on your role and access level, so please read the sections below carefully.

User Types in the Partner Portal

There are two types of users in the Partner Portal:

• Primary User: The first and main user created for your partner account. This user has full access and management permissions.

• Sub-User: Additional users with access levels and permissions controlled by the Primary User or an Admin.

Resetting the Partner Primary User’s Password

If the Primary User needs a password reset, there are two options:

• If you have another user with Administrative permissions, they can follow the same steps outlined below to reset the Primary User’s password.

• If no Administrative users are available, please contact our support team directly for help regaining access by submitting a ticket with us here.

Resetting a Partner Sub-User’s Password

To reset a password for a sub-user in the Partner Portal:

• A Primary User or a Sub-User with Administrative permissions must log in to the Partner Portal. From there, they can reset passwords for others in the account.

To reset a sub-user’s password, follow these steps:

1. Log in to the Partner Portal with a Primary User account or an account that has Administrative permissions.

2. Navigate to Settings in the main menu.

3. Click on Users.

4. Find and click the Username of the user who needs a password reset.

5. On the top-right corner of the user details page, click Reset Password.

6. A confirmation pop-up will appear. Click Reset Password again to confirm.

✅ A password reset email will be sent to the user automatically.

Note: The reset link is valid for 24 hours. If it expires, repeat the steps above.

Merchant Portal Password Resets

To reset a password for a Merchant Portal user:

• A Merchant’s Primary User or Sub-User with merchant Administrative permissions must log in to their Merchant Portal to manage and reset passwords for sub-users.

• If you are a Partner assisting a merchant, you must first log in to your Partner Portal and use the “Log in as Merchant” feature to access the Merchant account and perform the reset.

Only logged-in users within the same account (or partners with permission to act on a merchant’s behalf) can perform password resets for merchant accounts.

User Types in the Merchant Portal

There are two types of users in the Merchant Portal:

• Primary User: The first and main user created for a merchant account. Has administrative access and control.

• Sub-User: Additional users with permissions defined by the primary user.

When viewing a merchant’s details in the Partner Portal, the first user listed under Merchant Users is the primary user. Any users listed beneath them are sub-users.

Resetting a Merchant's Primary User Password (From the Partner Portal)

If you have access to the Partner Portal, you can reset a merchant's primary user password directly:

1. Go to List Accounts and select the Merchant Account.

2. In the Merchant Details page, under the Merchant Users section, find the Primary User.

3. Click Reset Password next to their username.

4. A confirmation message will appear. Click Reset Password again to confirm.

✅ An email will be sent to the merchant's primary user with a link to configure a new password.

⚠️ Important: Resetting the password will immediately invalidate the current password.
Avoid performing this action if the merchant is using their password for API transactions or if they won’t have immediate access to their email.

Note: The reset link is valid for 24 hours. If it expires, repeat the steps above.

Tip: Have the merchant check their spam or junk folder if they don't see the email within a few minutes.

Resetting a Merchant's Sub-User Password

If a merchant's sub-user needs a password reset, you have two options:

Option 1: Log in as the Primary User (From the Partner Portal)

If you are the primary user of the affiliate account or a sub-user that has the "Log in as merchants and sub-affiliates" permission:

1. Log in to the Partner Portal.

2. Go to List Accounts and select the Merchant Account.
3. In the Merchant Details page, under the Merchant Users section, click Log in as the merchant’s primary user.

4. Once logged in as the Merchant, go to Settings > User Accounts.

5. Click on the sub-user’s Username.

6. Under User Information, click Re-send User Welcome Email.

Option 2: Ask the Merchant’s Primary User

The primary user can log in directly to their Merchant Portal and follow the same steps to resend the welcome email to the sub-user starting from step 4.

Troubleshooting

Didn’t receive the reset email?

• Confirm that the correct email address is listed in the user profile.

• Check the spam/junk folder.

• Wait a few minutes and try again.

• Ensure that the most recent reset link is used.

Reset link expired or not working?

• Reset links are valid for 24 hours.

• Try requesting a new reset email.

• Ensure you're clicking the most recent link received.

Using a different portal? If you are trying to reset your password for the WebMIS Portal, please follow the instructions outlined in this article.