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Guidelines on how to process password reset requests.
update as of 23/5/25
IF THE CUSTOMER CALLED AND NEEDED TO RESET THEIR TRAVELLER HUB PASSWORD
1ST Resolution: The agent to walk through to reset the password for their TH account.
IF THE CUSTOMER IS NOT AVAILABLE TO RESET THE PASSWORD DURING THE CALL (E.G. TIME CONSTRAINT)
2nd Resolution: The agent should offer to send an email with reset password link.
IV Website FAQ page HERE
IF THERE'S A STRUGGLE IN GUIDING THE CLIENT TO RESET THEIR PASSWORD ( E.G. SENIOR AGE, NOT TECH SAVVY) CAUSING TO FAIL RESET THE PASSWORD ON THE CLIENT'S END.
3rd Resolution: The agent to escalate the issue to their team leader. Team lead to assess the situation and reset the password on behalf of the customer.
IMPORTANT NOTE:
The agents should not touch the password on BE.
Keywords: traveller hub, th, password reset, reset, can't change password, password assist
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