If a customer is experiencing a password reset issue, you can help troubleshoot or any employee can reset it for them.
Employee Reset
To reset a customer's password for them, begin by pulling up their customer account > Personal Information from the left side menu.
Find the Password field and update it with a unique password. Once they log into their account, instruct them to change their password.
Common Password Issues
If a customer can't reset their password, it may be due to:
Email in Spam Folder
Reset emails may be filtered as spam. Ask the customer to check their spam/junk folder.
Email Not Found in Mariana Tek
If they see, "This email is not associated with an existing account," search for them using Find Customer. If found by name but not email, confirm they’re using the correct email. Update it under the Personal Information tab if needed.
If they can’t be found by name or email, their account may have been merged during migration. Have them create a new account and contact Mariana Tek Support to restore credits or memberships.
Remove Extra Spaces
If they copy-pasted their email, ensure no extra spaces were added in the email field.
Verify Password Spelling
If they get “Invalid credentials given”, they may be entering the wrong password.
Mobile App Password Reset
If a customer is having trouble resetting their password in the iOS app, follow these steps:
Verify They’re Using the Correct App
Newly launched apps may be named “Company Name – NEW.” In the App Store, Mariana Tek Corporation should be listed under the app name. If they see a Facebook login option, they’re using an old app.