Use this when someone cannot sign in because they forgot their PIN, or when you suspect a PIN is known to others.
Before you start
- You are signed in as an admin on any terminal.
- The person is with you, or you can tell them the temporary PIN in private.
Steps
- Tap Staff and find the person’s row.
- Tap Reset PIN.
- Type a temporary PIN in New PIN and again in Confirm New PIN, then tap Reset PIN.
- Wait for PIN reset for … They’ll be asked to set a new PIN at next login.
- The person signs in with the temporary PIN. The app opens Set a new PIN; they type their own PIN in New PIN and Confirm new PIN.
- If you only want to force a change without knowing the new PIN, tap Force PIN Change on the row instead and confirm.
Check it worked
- The person signs in with their own new PIN on the next attempt.
- The old PIN no longer works.
If something goes wrong
| Problem | What to do |
|---|---|
| This PIN is already in use by … | Choose a different temporary PIN. Two people with the same PIN is a security problem. |
| PIN reset partially failed … | Do not let the person sign in yet. Contact support via WhatsApp (see the Contact section of our site). |
| The only admin forgot their PIN | No one in the store can reset it from the app. Contact support via WhatsApp (see the Contact section of our site). |
| Choose a PIN different from your current one. | The new PIN must differ from the temporary one. Pick another. |