Password Reset and Account Recovery Procedures

Login Methods Supported

Step 1: Initiate Password Reset

Direct the customer to the login page and locate the Forgot Password link. They will need to enter either their registered email address or phone number depending on their account setup. Confirm they are entering the correct contact information associated with their Niceazda account.

Step 2: Verification Code Delivery

After submitting the reset request, a verification code will be sent to the registered email or phone. Inform the customer to check their inbox including spam or junk folders for email, or wait for the SMS to arrive. Codes are typically valid for 10 to 15 minutes.

Step 3: Complete Password Reset

Once the customer receives the code, they enter it on the verification page and create a new password. Password requirements typically include minimum eight characters, at least one uppercase letter, at least one number, and no spaces or special restrictions on certain characters. Advise customers to use a unique password not used on other websites.

Email Verification Code Not Received

When customers report not receiving email codes, guide them through these checks:

• Verify the email address entered matches exactly what is on file including spelling and domain
• Check spam, junk, and promotions folders thoroughly
• Search inbox for sender address associated with Niceazda notifications
• Confirm no email filters are blocking messages from our domain
• Try requesting a new code after waiting the required interval
• Check if email provider has known delays or outages

SMS Verification Code Not Received

For SMS code issues, check the following:

• Confirm phone number is correct including country code
• Verify the phone has active service and can receive SMS
• Check if message inbox is full
• Ensure the phone is not blocking unknown senders
• Try requesting a new code via voice call option if available
• Check if there are carrier-level blocks on short codes

System-Side Verification

If customer-side troubleshooting does not resolve the issue, verify in the system that the account exists with the contact information provided, recent reset requests are logged and codes were generated, there are no account restrictions preventing code delivery, and the contact information is verified and active on the account.

Assessing the Situation

Determine why the customer cannot access their registered contact information:

• Email account was closed or hacked
• Phone number was changed or lost
• Customer does not remember which email or phone was used
• Contact information belongs to someone else such as a former partner or employer

Identity Verification Requirements

When standard reset methods are unavailable, additional verification is required to protect account security. The customer must prove they are the legitimate account owner through alternative means:

• Recent order numbers and details including delivery addresses
• Saved payment method information such as last four digits of card
• Account creation date if known
• Previous delivery addresses on record
• Government-issued identification matching account name

Account Recovery Request Process

For customers requiring manual account recovery, collect all available verification information listed above. Explain that for security, the request will be reviewed by the Account Security team. Processing typically takes 24 to 48 hours. Provide a case reference number and expected timeline. The customer will be contacted with next steps or additional verification requirements.

Cannot Access Social Account

If a customer used Google, Facebook, or Apple sign-in and can no longer access that social account, they must first attempt recovery through the social platform directly. Niceazda cannot reset passwords for third-party services. If they permanently lose access to the social account, initiate an account recovery request to link a new login method to their Niceazda account.

Linking Alternative Login Method

Once a customer regains account access, encourage them to add a backup login method. They can add both email and phone as login options in account settings. This provides redundancy if one method becomes unavailable in the future.

Red Flags Requiring Caution

Be alert to potential account takeover attempts:

• Caller cannot verify any account details beyond basic information
• Urgency to change contact information immediately
• Story involves recently acquiring the phone number or email from someone else
• Requests to bypass verification steps
• Account shows recent suspicious activity

When to Deny or Escalate

Do not proceed with account recovery if verification is insufficient. Politely explain that you cannot verify account ownership with the information provided and additional documentation is required. Escalate to the Account Security team any requests that seem suspicious or do not meet verification thresholds. It is better to delay legitimate recovery than to enable account theft.