![MicrosoftTeams-image6f6e78ac5251452f5e9d5419521926001b2457277276701c3aff0c935893efe05f359183e579e81145254f68fa804b37b1631dcaf07986d136aeb8e94ed62bd3.png]](https://support.mediroutes.com/hs-fs/hubfs/MicrosoftTeams-image6f6e78ac5251452f5e9d5419521926001b2457277276701c3aff0c935893efe05f359183e579e81145254f68fa804b37b1631dcaf07986d136aeb8e94ed62bd3.png?height=50&name=MicrosoftTeams-image6f6e78ac5251452f5e9d5419521926001b2457277276701c3aff0c935893efe05f359183e579e81145254f68fa804b37b1631dcaf07986d136aeb8e94ed62bd3.png)
Internal Only- How to Assist with Password Reset and Login Issues
Resolve any password reset or login issue by going through the following checks
- Confirm the first and last name of the caller, the company they work for, and the username they are attempting to login with.
- Ask if they have already attempted a Forgot Password reset.
- If they are not receiving the password reset email, first make sure that they are entering their USERNAME on the Forgot Password page, and NOT their email address.
- If their Username is correct and is being correctly entered on the Forgot Password page, but they are still not receiving the email, then they will need to have their company check the Email Address associated with their user account. If that email is correct, then they may need to try a different email address or have someone within the company reset the password through a company email.
- If they received the email, successfully reset the password, and still are unable to login, confirm what platform they are trying to login on (desktop, web, or mobile). If you have full support access, login to their company’s MediRoutes system and confirm that they have the correct access for what they are trying to login to. (Driver checkbox for driver only, Desktop User checkbox for desktop and web users.) If you do not have full support access to check these roles, or they do not have the necessary role, refer them back to their company to check or assign the roles.
- EXCEPTION: If it is a brand-new company with no trips in the system and you are speaking with the company owner or primary contact, you may grant the roles needed with full support access. This exception applies in cases where the first user account for the company is created without roles, or their roles were removed in error.