Troubleshooting: User Unable to Log in or Password Incorrect

KB Article 10: Troubleshooting: User Unable to Log in or Password Incorrect 

Category: Login Issues 

Tags: User Login, Password Reset, Authentication, Troubleshooting, Account Access 

Content: 

1. Acknowledge the ticket. 

2. Log In to User's Email ID: Access the email ID provided by the user, which is associated with their account. 

3. Initiate Password Reset: Follow the platform's password reset process to initiate a password reset for the user's account. 

4. Set a New Password: Generate a strong and secure password for the user's account. Ensure that the new password meets the platform's password requirements. 

5. Securely Communicate the New Password: Share the new password with the user using a secure and private communication channel. Consider methods such as a direct message, encrypted email, or phone call. Emphasize the importance of keeping the password confidential. 

6. Instruct User to Log In: Advise the user to log in to their account using the new password. Remind them to enter the password accurately, paying attention to uppercase and lowercase letters. 

7. Password Change Recommendation: Encourage the user to change their password after logging in to maintain account security. Provide instructions or a link to the password change feature, if available. 

1. Offer Further Assistance: If the user encounters any additional issues during the login process or requires further assistance, assure them of your continued support. Be prepared to address any additional concerns they may have.