Managing Passwords and Email Addresses for Sub-Users and Merchants in the Partner Portal

Overview

This article explains how Affiliates can manage passwords and email addresses for two groups of users: their own Partner Portal sub-users, and the merchants they manage. All of these actions are performed from within the Partner Portal. Partners should use this article as an operational reference when the self-service password reset option has not worked, or when a user's email address needs to be updated before a reset can be sent.

What Is User Management in the Partner Portal?

The Partner Portal gives Affiliates the ability to reset passwords and update email addresses for both their own sub-users and their merchants' users. These workflows are typically used when the self-service Forgot Password option is unavailable or unsuccessful — for example, when a username is unknown, an email address is outdated, or a merchant has no internal admin to turn to.

For information on the self-service reset option, see: How to Reset a Password Using the “Forgot Password” Feature (Partner & Merchant Portals). 

There are two distinct scopes covered in this article:

• Your own sub-users — users on your Partner Portal account
• Your merchant users — primary users and sub-users on merchant accounts you manage

Why It Matters for Partners

Affiliates are the first line of support for both their internal teams and their merchants. When a user cannot log in or has an outdated email address on file, the Affiliate is often the fastest path to resolution. Understanding these workflows helps reduce downtime and unnecessary Support escalations.

Prerequisites / Access Requirements

If the required permission is not enabled for your user account, contact your Primary User for assistance.

Managing Your Own Partner Portal Sub-Users

Resetting a Partner sub-user's password

1. Log in to the Partner Portal.
2. Navigate to Settings → Users.
3. Click on the username of the sub-user whose password you want to reset.
4. On the user information page, click the Reset Password button in the top left corner.
5. A confirmation pop-up will appear. Click Reset Password again to confirm.

The sub-user will receive a password reset email at the email address currently on file for their account.

⚠️ Note: Reset links expire after 24 hours. If the link is not used in time, the reset will need to be initiated again.

Updating a Partner sub-user's email address

If a sub-user's email address is outdated or incorrect, you can update it from the same location before sending a reset.

1. Log in to the Partner Portal.
2. Navigate to Settings → Users.
3. Click on the username of the sub-user.
4. Update the email address field with the correct address.
5. Save the changes.
6. Once updated, initiate a password reset using the steps above if needed.

Managing Merchant Users from the Partner Portal

Affiliates with the Manage Merchant Accounts permission can log in directly to a merchant's portal to manage their users. This is done by masquerading as the merchant's primary or sub-user from within the Partner Portal.

Logging in as a merchant user

1. Log in to the Partner Portal.
2. Navigate to List Accounts.
3. Search for the merchant and click on the merchant's name.
4. Click the Login button next to the user you want to log in as.

⚠️ Note: The Login button is only visible to Partner Portal users who have the Manage Merchant Accounts permission enabled. If you do not see this button, contact your Primary User to review your permissions.

Once logged in as the merchant user, you can manage passwords and email addresses from within the Merchant Portal.

Resetting a merchant primary user's password

1. Log in to the Partner Portal.
2. Navigate to List Accounts.
3. Search for the merchant and click on the merchant's name.
4. Locate the primary user's name and click the Reset Password button next to it.
5. A confirmation pop-up will appear. Click Reset Password to confirm.

The merchant primary user will receive a password reset email at the email address on file for their account.

Resetting a merchant sub-user's password

1. Log in to the Partner Portal.
2. Navigate to List Accounts.
3. Search for the merchant and click on the merchant's name.
4. Click the Login button to log in as the merchant primary user.
5. In the Merchant Portal, navigate to Options → Settings → User Accounts.
6. Click on the username of the sub-user who needs the reset.
7. Under the password section, click the Re-send User Welcome Email link.
8. A confirmation pop-up will appear. Click Reset Password to confirm.

Updating a merchant user's email address

If a merchant user's email address is outdated, you will need to log in as the merchant primary user to update it.

1. Log in to the Partner Portal.
2. Navigate to List Accounts.
3. Search for the merchant and click on the merchant's name.
4. Click the Login button to log in as the merchant primary user.
5. In the Merchant Portal, navigate to Options → Settings → User Accounts.
6. Click on the username of the user whose email needs updating.
7. Update the email address field with the correct address.
8. Save the changes.
9. Once updated, initiate a password reset if needed using the steps in the relevant section above.

The user did not receive the reset email

Step 1: Ask the user to check their spam or junk folder.

Step 2: If the email is not there, the issue may be related to SPF or DKIM configuration on the user's domain.

For guidance, refer to article: Adding SPF & DKIM Records To Help Emails Get To Recipients 

Step 3: Confirm that the email address on file for the user is current. Update it if needed using the steps in the relevant section above, then resend the reset.

Common Questions

Q: Can I reset a merchant sub-user's password without logging in as the merchant? No. To reset a merchant sub-user's password, you need to log in as the merchant primary user via the Login button in List Accounts. Only merchant primary user password resets can be initiated directly from the Partner Portal without logging in as the merchant.

Q: What if I do not see the Login button on a merchant account? This button is only visible to users with the Manage Merchant Accounts permission. Contact your Primary User to have this permission enabled.

Q: Can I update a merchant user's email address from the Partner Portal directly? You need to log in as the merchant primary user first using the Login button, then update the email address from within the Merchant Portal under Options → Settings → User Accounts.

Q: Do reset links expire? Yes. All password reset links expire after 24 hours. If the link is not used in time, initiate a new reset.

Q: What if no one at the merchant's company can update their own email address? As the Affiliate, you can log in as the merchant primary user and update it on their behalf. If you are unable to do so, submit a Support ticket for assistance.

Need Help?

For additional support, please contact our Support team by Submitting a Ticket.