Customer would like their password to reset by us over the telephone, live chat or email

In the first instance, advise customers to reset their password on the login page by inserting their username and selecting the ‘forgotten password’ link. An email will be sent to them inviting them to reset their password. In these situations, we must explain that for security purposes, we need to obtain the answers to at least three security questions before proceeding. First of all, go through the following questions until the customer answers three of them correctly. The customer must answer three of the following security questions before assisting them with a password reset: If the customer is a shareholder of a company on eFiling, ask the three authentication questions pertaining to the customer’s shareholder authentication questions. If the customer is not a shareholder of one of the company’s on eFiling, ask the following: Please confirm a correspondence address that may be listed in your [Rapid / 1st / Quality] Formations client account. Please confirm a contact email address that may be listed in your [Rapid / 1st / Quality] Formations client account. Please confirm what services you have with [Rapid / 1st / Quality] Formations. Please confirm the last 4 digits of the credit card details that are securely stored on file at [Rapid / 1st / Quality] Formations. Please confirm the contact telephone number that is listed in your [Rapid / 1st / Quality] Formations account. Please confirm how you pay for your services with [Rapid / 1st / Quality] Formations. Customer who fail to provide the answers to three security questions should be advised to use the ‘forgotten password’ tool as noted in point 1 above. It is very important that we only ever discuss login and account queries with the customer on the account. It cannot be anyone else – e.g. not a director or a shareholder if they are not the customer. How to manually reset the password? Navigate to the customers online portal. Select ‘edit’ on the customer overview page. Enter the new password twice and click save.