Resetting the password for WorldVia PRO is easy and takes less than 2min.
- The agent can do it on their own by pressing the forgot password option from the login screen. (sometimes the email goes into their spam or junk folders so always ask them to check there first)
- If that does not work, you can manually push a password reset email to them.
- Log on to PRO
- Press the "admin" button under the search bar
- Navigate to Users and then press "Manage Users"
- Start typing the user you are looking for and select the correct one
- Press the name of the account and it will take you to the admin panel of the user.
- Confirm with the member that the two emails are correct (they should be the same)
- If correct, press "Admin"
- Press "Send password reset email" and wait for the green box to appear and disappear.
- The member should receive an email in their inbox, junk, or spam folders.
If that does not work, please escalate the ticket to the Team lead.