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FAQ: What is the Support Process for Passwords and Login Testing?

Q: What happens if Support needs access to my login to investigate an issue?

A:
If you raise an issue and Support cannot replicate or correct it using administrative logins, it may indicate the issue is specific to your user account.

In this case, the following process applies:

  1. First step – Zoom session:

    • Support will offer to arrange a Zoom meeting with you to witness the issue in real-time.

    • This is our preferred first action, as it allows us to diagnose while maintaining your account security.

  2. If you are unavailable – Password reset:

    • With your consent, Support will reset your password from the backend.

    • Please note: Support does not have access to your current password.

    • After resetting, Support will log in as you to test and diagnose the problem.

  3. After testing:

    • Once Support has finished their investigation, you (the client/user) must reset your password again via the "Forgot Password" link on the login page.

    • This ensures your account remains secure.

Important notes:

  • Your original password is never viewed or accessible by Support.

  • Your account security remains a top priority throughout the process.

  • We recommend you reset your password immediately after Support has completed testing.