Overview
The “Forgot Password” feature allows users in both the Partner Portal and Merchant Portal to reset their passwords without assistance. This self-service option reduces support requests and enables faster account recovery.
What Is the “Forgot Password” Feature?
The “Forgot Password” feature is a self-service tool available on the login page that allows users to securely reset their password using their username. It helps:
- Reduce dependency on support or administrative users
- Enables faster access recovery for merchants and partners
- Improves operational efficiency for routine login issues
How It Works
- Navigate to the Partner Portal or Merchant Portal login page
- Click “Forgot Password?”
- Enter your username
- Click “Reset My Password”
- Check your email for password reset instructions
- Follow the link in the email to create a new password
The password reset link expires after 24 hours. If the link is not used within that window, the user will need to request a new one.
Note: If an account is associated with the entered username, a reset email will be sent to the email address on file.
Troubleshooting
Reset Email Not Received
If the user does not receive the email:
- Confirm the correct username was entered
- Check spam or junk folders
- Verify email delivery settings
If the issue persists:
The issue may be related to the domain's email authentication settings. Ask the user or their IT team to review their SPF and DKIM records.
For guidance, refer to article: Adding SPF & DKIM Records To Help Emails Get To Recipients
When to Contact Support
The self-service Forgot Password option covers most routine reset scenarios. However, Support may still need to be contacted in certain situations:
| Scenario | Who to Contact |
|---|---|
| Forgotten username | Your admin, Primary User, or MSP (for merchants) |
| Unknown or outdated email address | Your admin, Primary User, or MSP (for merchants) |
| Request to update the email address on file | Your admin, Primary User, or MSP (for merchants) |
If no internal admin or Primary User is available to help:
- Affiliates/Partners — For help managing passwords or updating email addresses for your sub-users or merchants, see Managing Passwords and Email Addresses for Sub-Users and Merchants in the Partner Portal. If further assistance is needed, submit a Support ticket.
- Merchants — Contact your Merchant Service Provider (MSP). Your MSP can manage passwords and email addresses on your behalf from the Partner Portal.
Common Questions
Q: Does this work for both the Partner Portal and the Merchant Portal? Yes. The Forgot Password feature is available on the login page for both portals.
Q: What if the user does not receive the reset email even after checking spam? The most common cause is an SPF or DKIM configuration issue on the user's domain. Ask the user or their IT team to review those records. See the linked article in the Troubleshooting section.
Q: Can Support reset a password directly? For most routine resets, Support will direct users to the self-service flow. However, Support can assist Partners in cases involving unknown usernames, outdated email addresses, or requests to update the email on file when no internal admin is available.
Q: Does the reset link expire? Yes. Reset links are valid for 24 hours from the time the email is sent.
Need Help?
For additional support, please contact our Support team by Submitting a Ticket.