Managing members

Helping a member who cannot sign in

Send a password reset, resend emails or reset two-factor sign-in for a member.

Most sign-in problems can be solved from the member's details page.

1. Open Users and find the member.
2. Press the three-dot button on their row, then Edit.
3. Scroll to Account Actions.

Your options

• Send Password Reset: emails the member a link to choose a new password. This is usually the best choice.
• Set Password: lets you type a new password for them. Tell them the password in a private way and ask them to change it.
• Resend Welcome Email: sends the welcome email again.

If the member never confirmed their email address, look at the Email activation area on the same page. Press Resend verification email to send the link again.

Lost access to two-factor sign-in

If the member used an authenticator app and has lost their phone, you can reset it.

1. On the Users page, press the three-dot button on their row.
2. Press Reset 2FA. This only appears if they use two-factor sign-in.
3. Write a reason, including how you checked that you are really talking to the account holder.
4. Confirm.

Always check a person's identity before resetting their sign-in. Someone may be pretending to be them.

This is done on the main website. The accessible site does not have this page.

More guides in this topic

• Finding a member
• Approving new members
• Making someone a broker or an admin
• Suspending, banning or reactivating a member
• Deleting a member's account
• Adding members yourself
• Setting up the welcome steps for new members
• Checking members' identity
• Keeping notes, tasks and tags about members
• Handling a member's request about their data

Still need help?

If you can't find what you need, get in touch and a person will help you.