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Help a customer who cannot log in

Login problems are urgent for the customer and risky for you. Handle them in a fixed order so you solve the common cases quickly and never hand an account to the wrong person.

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Confirm who is asking

Check the request comes from the email on the account. If it does not, treat it as a possible takeover and follow your verification steps.

Work through the common causes

Wrong email, an old password, a lapsed single sign-on link, a typo in the address and a blocked email are most cases. Ask one question at a time.

Send the reset yourself only when safe

Trigger a reset to the address on file. Never change the email on a request you cannot verify.

Explain what to do next

Give two or three steps with no jargon, and say what to do if the reset email does not arrive.

Record the cause

Tag the ticket. A cluster of the same cause points to a problem on the login page worth fixing.

Questions

Can we change the email on an account for a customer who is locked out?

Only after verifying them by a method you set in advance. Otherwise you risk handing the account to someone else.

What if the reset email never arrives?

Check the address for typos, then spam and blocking. If it still fails, escalate with the exact address and time.

How do we spot a takeover attempt?

Look for a different email, an urgent tone and requests to change contact details. Slow down and verify.

Written by Flatdesk, a help desk for small support teams at one flat price per agent. Try it free for 14 days, no card.