How to troubleshoot a password reset issue

Prerequisites:

• Email address of user

Process:

1. Confirm invite status of user
   1. Open PG Admin, run query saved /wiki/spaces/CON/pages/1085177881
      1. If you do not have PG Admin access, go to Engine, log in as Sighten Admin for user's org, and locate their status in Settings → Users
   2. If user status is "ACCEPT", proceed to next step.  For all other statuses, user must accept their invitation before resetting password.  If they have difficulty in accepting the invitation, move to troubleshooting the invitation.
   3. If user is not found, user must be invited by their organization's admins.  We cannot invite them.
2. Confirm user has received password reset email.
   1. If yes, proceed to step 3.
   2. If no:
      1. Log into Gmail as sighten@sighten.io
      2. Confirm if password reset email was sent
         1. If yes, log into SendGrid and confirm if email was delivered successfully.
            1. If yes, proceed to step 3.
            2. If no, identify issue through SendGrid (usually spam filters on customer's side–they can check their spam filter).  Manually forward email to the user's email address as a temporary measure to get them logged in, but notify them of issue as identified by SendGrid to prevent future emails from failing to deliver.
         2. If no, attempt to trigger password reset email yourself:
            1. Navigate to login page.
            2. Click "Forgot your password" link
            3. Enter user's email address
            4. Confirm email was sent in sighten@sighten.io
               1. If yes, confirm user received email and was able to use it to successfully log in.
                  1. If it was sent but user did not receive it, follow process in above for troubleshooting why customer did not receive email
                  2. If user received it but link did not work, follow process in step 3
               2. If no, file bug ticket
3. Confirm if user was able to enter a new password after following password reset link.
   1. If yes but customer still unable to log in, let user know that email address is case-sensitive.  Confirm they are entering it with the correct capitalization.  If they were not previously, then they should now be able to log in.
   2. Try to manually reset password on their behalf:
      
      1. Navigate to login page.
      2. Click "Forgot your password" link
      3. Enter user's email address
      4. Log in to sighten@sighten.io and search for user's email address.  Open most recent password reset email (timestamp should match your password reset request).
      5. Copy password reset link and open in incognito window in your browser.
      6. Set password as something simple (e.g. Sighten123)
      7. Log out of Engine in incognito window.
      8. Log in as user with their email address and the password you just set.  Confirm if you are able to log in successfully.
         1. If yes, email the temporary password directly to the user's email address (don't provide over chat, as there is no way to guarantee the identity of someone on chat) along with encouragement to update their password promptly and the How do I change my password? link.
         2. If you are able to successfully log in but they are not, ask them to log out, clear the cache in their browser, and try again.
   3. If you are not able to log in successfully after manually resetting their password (either because you are unable to reset their password or because the reset password doesn't work), try the second method for a manual password reset:
      1. In Engine, log in as Sighten Admin for their org
      2. Navigate to Settings → Users
      3. Find this user and click "Edit"
      4. Note their current email address in a separate file on your computer (sticky note, note pad, word doc, etc)
      5. Update their email address to be any Yopmail address (anything_you_want@yopmail.com) and save
      6. In an incognito window, open Yopmail
      7. Enter the Yopmail address you chose and check the inbox
      8. Refresh the page until you see the password reset email
      9. Follow the link
      10. Set password as something simple (e.g. Sighten123)
      11. Log out of Engine in incognito window.
      12. Return to Engine window where you are logged in as Sighten Admin for that org, edit user to restore their original email address
      13. In incognito window, log in as user with their email address and the password you just set.  Confirm if you are able to log in successfully.
          1. If yes, email the temporary password directly to the user's email address (don't provide over chat, as there is no way to guarantee the identity of someone on chat) along with encouragement to update their password promptly and the How do I change my password? link.
          2. If you are able to successfully log in but they are not, ask them to log out, clear the cache in their browser, and try again.
4. If all these methods fail and you or user are still unable to log in, create a bug ticket.