When merchants migrate from another platform to Prado, existing customers may experience difficulty logging in for the first time. This happens because passwords are not transferred during migration for security reasons.

Returning customers must reset their password before they can access their account on the new website.

This article outlines several ways merchants can help customers regain access quickly and smoothly.

Option 1: Add a Website Banner with a Password Reset Link

A website banner is the most effective way to notify customers about the new site and guide them to reset their password.

Steps

1. Log in as an Admin and go to: Admin Classic → Marketing → Page Template → Properties
2. Click Update Properties.
3. Scroll to Show Banner and enable it.
4. In the Banner Content, add a short message directing customers to reset their password.
   
   
    
5. Click Save.

Example Banner Copy

We have a new website!
To continue using your account, please reset your password using your email here:
https://yourshop.example.com/Account/ForgotPassword?emailOrPhoneNumber=

(Replace the link with your own password reset URL.)

Once enabled, the banner will appear at the top of your website and remain visible as customers navigate through your pages.

Option 2: Manually Send a Password Reset Email to a Customer

If a specific customer is having trouble logging in, you can send them a reset email directly from the admin.

Steps:

1. Log in as an Organization Admin.
2. Go to Admin V2 → Customers.
3. Search for the customer by name or email and click their profile.
4. Click Reset Password.
5. Select Send the password reset by email and click Send.
6. Ask the customer to check their inbox (and spam/junk folder).
   
   

You can confirm whether the customer successfully reset their password:

1. Go to the customer profile → Details tab
2. Scroll to Password & Payment Information
3. Check the timestamp for the last password change

You can also view communication logs at: Customer Profile → Marketing → Triggered Communication

Option 3: Batch Reset Passwords for Multiple Customers

If many customers have not yet set a password, you can send reset emails in bulk.

Steps:

1. Log in as an Organization Admin.
2. Go to AdminV2 > Settings > Customer Support > Password Reset
3. Click Send Password Reset
4. Select Send the password reset by email
5. Customers will receive an email with a link to set their password. Ask them to check their spam/junk folder if they don’t see it.
6. Log in as an Organization Admin.
7. Go to AdminV2 > Customers
8. Search for the customer who is having difficulty logging in and click their name.
9. Click Reset Password, choose Send the password reset by email, then click Send
   
10. Tell the customer to check their inbox for the reset link (and their spam/junk folder if they don’t receive it).

Note: Batch password reset is only for a maximum of 200 customers. If you have more, please reach out to our support team at support@getprado.com to request for batch password reset for all your customers.

Option 4: Manually Set a Temporary Password for a Customer

If needed, you can manually create a temporary password for a customer.

Steps:

1. Log in as an Admin and go to: Admin Classic → Customers → Search Customers
2. Search for the customer by email and open their profile.
3. Click Reset Password.
4. Enter a temporary password and click Save.
5. Email the customer their temporary password and ask them to update it when they can
   
   

Best Practices

✅ Add a banner before launching your new site
✅ Proactively email customers explaining they must reset their password
✅ Use batch reset if many users haven’t logged in yet
✅ Always advise customers to check spam/junk folders
✅ Encourage customers to change temporary passwords immediately

Key Takeaway

Because passwords cannot be migrated, password resets are required for all returning customers. Using banners, reset emails, and admin tools helps minimize confusion and ensures a smooth transition to your new Prado-powered site.