The Final Word On Passwords, Part 15

I create usernames and passwords for a program that is needed for supervisors to monitor their agents on the phone. The system is a bit finicky as it requires you to update the password on their website before you can use it in their native application. You cannot change the password in the application.

I send an email to a user with their username and their temp password. I include this message, Giant, Bold, and Underlined.

Message: “YOU MUST CHANGE YOUR TEMP PASSWORD ON THE WEBSITE. [LINK]. Do not open the application until you have changed your password.”

I then provide instructions on how to change your password and basic troubleshooting for the top three questions I have gotten:

• “Why won’t my password work?”
  • Please ensure that you have changed your password on the website. To change your password, go to [link].
• “Why won’t my username work?”
  • Please ensure that you are using the correct username; this can differ from your system username. See username above.
• “It won’t let me change my password in [Application].”
  • You are unable to change your password in the application. To change your password, go to [link].

I get an instant message from the user within five minutes.

User: “It’s not letting me change my password in [Application].”

Me: “Do you have the email I sent you?”

User: “Yes.”

Me: “Look at bullet point number three.”

User: “Okay.”

Five minutes later…

User: “My username isn’t working.”

Me: “Look at bullet point number two.”

User: “Okay.”

Note: I set people’s temporary passwords to “ReadEmail123!”.

Related:
The Final Word On Passwords, Part 14
The Final Word On Passwords, Part 13
The Final Word On Passwords, Part 12
The Final Word On Passwords, Part 11
The Final Word On Passwords, Part 10