Internal: Resetting a Client's Password 

Overview

If a client is having trouble logging into Meera, start by directing them to the client-facing article: How to Reset Your Password

If they're still unable to log in after following those steps, you can assist them directly using one of the two options outlined in the step by step instructions below

Additionally, review the FAQ section below for common issues and troubleshooting steps.

Video Overview 

The client isn't receiving the password reset email — what do I do?

Ask the client to: Check their spam, junk, and promotions folders and to confirm they are using the same email that they signed up to Meera with. 

On your end: make sure the password reset was sent to the correct email address on file

1. Navigate to Clients
2. Use the filters to search for the account name
3. Confirm the admin's email address at the top of the account
4. Scroll down to the Users section to verify all associated user emails

If none of the steps above work, you have two options:

1. Send a new password reset email to the client
2. Create a temporary password for the client and share it with them, and ask them to update it upon their first login

The client says the reset link isn't working — what do I do?

Ask the client to check if the link has expired and to try copying and pasting it directly into their browser. If it still doesn't work, resend the email and ask them to use the new link immediately.

How long is the password reset link valid for?

Password reset links are valid for 24 hours. If the link has expired, ask the client to click Forgot Password on the login page to generate a new one.