What Should I Do if a Client Cannot Log In Because of an Incorrect Password?

If a client cannot log in because of an incorrect password, the first step is to guide them through the password reset process.

Information to gather

• Client name
• Email address
• Exact error message

Troubleshooting steps

1. Direct the client to the InterpretManager login page.
2. Have them select Forgot Password.
3. Instruct them to reset their password using the email link.

If the client cannot locate the reset email

1. Open InterpretManager.
2. Enter the client’s email address.
3. Select Forgot Password on their behalf.
4. Advise the client to check:
   • Inbox
   • Spam or junk folder

Escalation criteria

Escalate if:

• The password reset email is not received
• The reset process fails
• The issue persists after troubleshooting

Escalate to

• Taylor Zeitlin
• Meg Ruthenburg