On your shop's sign-in page, the customer presses Forgot password?, types their mobile number and presses Continue. They get a 6-digit code by SMS, type it with a new password, and press Save password and sign in. Customers who prefer email can type their email instead and get a reset link.
Where to find it
On your shop, not in the admin panel: Sign in › Forgot password? (yourshop.com/forgot-password).
The SMS way works only when your shop can send SMS (Admin › Administration › Settings › SMS, owner only).
Step by step
What the customer does:
- Opens yourshop.com/login and presses Forgot password?.
- Types the mobile number on the account in Mobile number or email (01XXXXXXXXX, +880… or Bangla digits all work).
- Presses Continue.
- On Set a new password, types the 6-digit code from the SMS.
- Types a New password (at least 6 characters) and types it again.
- Presses Save password and sign in.
They are signed in and land on their account page with "Your new password is set and you are signed in."
By email: at step 2 they type their email instead. They see "If an account uses this email, we have sent it a link to set a new password." and follow the link in the email.
Good to know
- The same answer for every number. The page always says "If 01XXXXXXXXX has an account here, we have sent it a 6-digit code." This way nobody can find out who has an account. A number without an account gets no SMS.
- The code rules. Valid 5 minutes, 5 wrong tries, a new code after 60 seconds (Send a new code).
- It also verifies the phone. After a reset by code, the account shows all past orders with that number in your shop.
- A customer of another shop on the platform can reset here too; the account is then linked to your shop.
- Your team cannot use this page. Store owners and staff reset their password from the staff sign-in. The page links to it: "Work here? Use the staff sign-in".
Common problems
- "The two passwords are not the same." Type the new password the same way in both boxes.
- "Too many wrong tries. Please ask for a new code." Press Send a new code.
- "Sorry, we can't send codes by SMS right now." Your SMS account is off or not complete. The customer can use their email meanwhile.
- No SMS arrives. The number may not have an account here, or see "Customers are not getting SMS codes".