How to Reset Your Customer’s Passwords on Shopify
Last modified: December 23, 2025
1. Log into your Shopify store to begin the password reset process for a customer.
2. Select the customer from the ‘Customers’ section to access their account details.
3. Click ‘Reset Password’ to send an email with reset instructions to the customer.
When you have a lot of customers on your website, there is lots of customer service that you have to complete. Some of this will be things that are simple and you would expect. For example, you would expect to talk about orders or what products are available. There are times when you might need to deal with refunds and returns.
However, in certain situations, you may need to take more drastic actions, such as blocking/blacklisting a customer, disabling their account, or making advanced customizations through platforms like Shopify
In some cases, you may need to reset a customer’s password as a result of blocking/blacklisting them or disabling their account due to suspicious or inappropriate behavior.
Step 1: Log into Shopify
Ensure that you’re logged into your Shopify store using your user credentials.
Step 2: Navigate to Customers
From the main admin panel of Shopify, the screen that you arrive at after logging in, you need to access the ‘Customer’ screen from your left-hand menu. Clicking on this will take you to that screen.
Step 3: Select Customer
Find the customer that you need to change the password for from the list of customers that appear on the screen. You can select the customer by clicking on their name. This will take you to the customer data.
Step 4: Customer Account Password Reset (Shopify Forgot Password)
After accessing the customer, you will be presented with a lot of information about the customer. If they’re on the phone, or they’re in the store, you should use this opportunity to confirm the identity of the customer, to ensure that someone isn’t trying to access the account of another customer. They might say that they forgot Shopify password just in order to get a hold of someone else’s Shopify customer account login information.
To reset the password of the customer, you need to find and click on the line that says ‘Reset Password’. This has a reverse arrow icon. The option is easy to find unless the customer has not activated the account yet. If they’ve not activated their account, the customer will not have this option display.
Once you click reset password, a new dialog window will appear on your screen. This is asking you to confirm that you wish to reset the password. To confirm tap reset password confirmation, ‘Reset Password’.
This will email the customer with instructions for them to reset their password.
-
What should I do if a customer doesn’t receive the password reset email?
Check the email address for accuracy and ensure the email isn’t in the spam folder. If the email isn’t found, wait for a few minutes, then retry the reset process.
-
What steps should be taken if a customer forgets their username and password?
Assist them in recovering their username via their email address, and then guide them through the password reset process. Ensure a positive user experience and reinforce account security practices.
-
What should I do if a customer reports suspicious activity after a password reset?
Advise them to change their password immediately and review their account for any unauthorized changes or orders. Addressing suspicious activity promptly helps protect both your customers and your store’s reputation.
Conclusion: How to Reset Your Customer Passwords on Shopify
Using the Shopify customer account password reset instructions above, you can reset your customer’s passwords on Shopify. This is a simple process that can help you build trust with your audience and help maintain security on your website. If you need more help managing your customers, you can use this app here.
