{"id":3985,"date":"2021-01-30T12:23:01","date_gmt":"2021-01-30T12:23:01","guid":{"rendered":"https:\/\/shopthemedetector.com\/blog\/?p=3985"},"modified":"2026-05-13T14:42:18","modified_gmt":"2026-05-13T14:42:18","slug":"how-to-reset-your-customers-passwords-on-shopify","status":"publish","type":"post","link":"https:\/\/shopthemedetector.com\/blog\/how-to-reset-your-customers-passwords-on-shopify\/","title":{"rendered":"How to Reset Your Customer\u2019s Passwords on Shopify"},"content":{"rendered":"<p>A Shopify merchant cannot directly type a new password for a customer. Instead, you trigger a password reset email from the Shopify admin and the customer sets the new password themselves by clicking the link in that email. The full path is Shopify admin > Customers > click the customer\u2019s name > More actions > Send password reset email. The customer receives a Shopify-branded email with a secure reset link valid for several hours.<\/p>\n<p>This guide walks through the exact steps in the current Shopify admin, covers the difference between classic customer accounts and the new customer accounts, and includes troubleshooting for the most common issues (email not received, wrong customer matched, accounts not yet activated). It also clears up the very common mix-up between resetting a customer\u2019s password and resetting your own merchant login.<\/p>\n<p><img loading=\"lazy\" decoding=\"async\" class=\"aligncenter size-large wp-image-37687\" src=\"https:\/\/shopthemedetector.com\/blog\/wp-content\/uploads\/2021\/01\/how-to-reset-customers-password-724x1024.webp\" alt=\"how to reset customer's password\" width=\"724\" height=\"1024\" srcset=\"https:\/\/shopthemedetector.com\/blog\/wp-content\/uploads\/2021\/01\/how-to-reset-customers-password-724x1024.webp 724w, https:\/\/shopthemedetector.com\/blog\/wp-content\/uploads\/2021\/01\/how-to-reset-customers-password-212x300.webp 212w, https:\/\/shopthemedetector.com\/blog\/wp-content\/uploads\/2021\/01\/how-to-reset-customers-password-768x1086.webp 768w, https:\/\/shopthemedetector.com\/blog\/wp-content\/uploads\/2021\/01\/how-to-reset-customers-password-1086x1536.webp 1086w, https:\/\/shopthemedetector.com\/blog\/wp-content\/uploads\/2021\/01\/how-to-reset-customers-password.webp 1200w\" sizes=\"auto, (max-width: 724px) 100vw, 724px\" \/><\/p>\n<div class=\"key-takeaways\"><div class=\"takeaways-title h2\">Key Takeaways<\/div><div class=\"takeaway-item\"><div class=\"takeaway-number\">1<\/div><div class=\"takeaway-text\">Shopify never lets you set or view a customer\u2019s password; you only trigger the reset email.<\/div><\/div><div class=\"takeaway-item\"><div class=\"takeaway-number\">2<\/div><div class=\"takeaway-text\">Find the customer in Shopify admin > Customers, then use More actions > Send password reset email.<\/div><\/div><div class=\"takeaway-item\"><div class=\"takeaway-number\">3<\/div><div class=\"takeaway-text\">Customers using new customer accounts get a one-time login code by email instead of a password reset link.<\/div><\/div><div class=\"takeaway-item\"><div class=\"takeaway-number\">4<\/div><div class=\"takeaway-text\">If the customer never activated their account, send an account invite instead of a reset email.<\/div><\/div><div class=\"takeaway-item\"><div class=\"takeaway-number\">5<\/div><div class=\"takeaway-text\">Resetting your own merchant login is a separate flow done from Shopify accounts.shopify.com, not the customer record.<\/div><\/div><\/div>\n<h2 id=\"row1\">Customer Password vs Merchant Password (Read This First)<\/h2>\n<p>A lot of people searching for \u201creset Shopify password\u201d or \u201cforgot Shopify password\u201d actually want to reset their own admin login, not a customer\u2019s account. These are two different flows:<\/p>\n<ul>\n<li><strong>Customer password reset<\/strong> (this guide): you, the merchant, trigger an email to the customer from the Customers section of Shopify admin. The customer clicks the link and chooses their new password.<\/li>\n<li><strong>Merchant\/admin password reset<\/strong>: done at <code>accounts.shopify.com<\/code> by clicking \u201cForgot password\u201d on the login page. Shopify emails the store owner or staff account a reset link. You cannot do this from inside the admin (because you can\u2019t log in).<\/li>\n<\/ul>\n<p>If you\u2019re trying to change your own Shopify admin password while already logged in, go to your account icon in the top-right of admin > Manage account > Security > Change password. The rest of this article covers the customer-side flow.<\/p>\n<h2 id=\"row2\">Step 1: Open the Customers Section in Shopify Admin<\/h2>\n<p>Log in to your Shopify admin at <code>admin.shopify.com<\/code>. In the left sidebar, click <strong>Customers<\/strong>. This shows the full list of customers who have ever placed an order or been added manually, with columns for name, email, orders, and amount spent.<\/p>\n<p>If you have a large customer list, use the search bar at the top of the page to find the right person. Search by email address when possible because names can match multiple people. Be careful with similar email addresses (e.g. <code>jane.smith@gmail.com<\/code> vs <code>janesmith@gmail.com<\/code>) so you don\u2019t reset the wrong person\u2019s password.<\/p>\n<h2 id=\"row3\">Step 2: Open the Customer\u2019s Profile<\/h2>\n<p>Click the customer\u2019s name to open their profile. You will see their order history, contact details, default address, customer tags, and an <strong>Account<\/strong> section showing whether the account is invited, active, or disabled.<\/p>\n<p>Before triggering a reset, verify the customer\u2019s identity if they contacted you by phone or chat. Ask for the email address on file plus one detail from a recent order (order number or shipping address). Shopify gives anyone with access to the inbox of that email full control of the account, so identity confirmation matters.<\/p>\n<h2 id=\"row4\">Step 3: Send the Password Reset Email<\/h2>\n<p>In the customer\u2019s profile, click <strong>More actions<\/strong> near the top of the page. In the dropdown, choose <strong>Send password reset email<\/strong>. A confirmation modal appears with the email address that will receive the link; click <strong>Send password reset email<\/strong> to confirm.<\/p>\n<p>Shopify immediately sends an email titled \u201cReset your password\u201d to the customer. The email contains a link that opens a password reset page on your store\u2019s domain (or on Shopify\u2019s accounts domain, depending on your customer account settings). The link expires after a few hours, so ask the customer to act on it quickly.<\/p>\n<p>If the <strong>Send password reset email<\/strong> option is missing or greyed out, the customer almost certainly has not activated their account yet. In that case the right action is to send an <a href=\"https:\/\/shopthemedetector.com\/blog\/how-to-send-account-invites-on-shopify\/\">account invite<\/a> instead, which lets them set their password for the first time.<\/p>\n<h2 id=\"row5\">Classic Customer Accounts vs New Customer Accounts<\/h2>\n<p>Shopify has been migrating merchants from <strong>classic customer accounts<\/strong> to <strong>new customer accounts<\/strong> through 2024 and 2025. The reset flow looks slightly different on each:<\/p>\n<ul>\n<li><strong>Classic customer accounts<\/strong>: the customer receives a \u201cReset your password\u201d email with a link. They click the link, set a new password, and log in with email + password going forward. This is the flow described above.<\/li>\n<li><strong>New customer accounts<\/strong>: passwords don\u2019t really exist in the same way. Customers log in by entering their email and receiving a 6-digit one-time code. There is technically no password to reset; if a customer says they\u2019re locked out, you can either (a) confirm they\u2019re entering the correct email and check spam for the code, or (b) re-send the login email via the same Customers admin action (sometimes still labelled \u201cSend password reset\u201d depending on theme).<\/li>\n<\/ul>\n<p>To check which type your store uses, go to <strong>Settings > Customer accounts<\/strong> in Shopify admin. The version shown there determines what your customers actually receive when you trigger a reset.<\/p>\n<h2 id=\"row6\">Troubleshooting Customer Password Resets<\/h2>\n<p>A few situations come up repeatedly when merchants try to reset a customer\u2019s password:<\/p>\n<ul>\n<li><strong>Customer says they never got the reset email.<\/strong> Ask them to check spam, promotions tab, and any quarantine. Resend after 5-10 minutes if it still hasn\u2019t arrived. If they use a corporate email, the message may be silently filtered; have them try a personal address by editing the email on their profile first (then resend).<\/li>\n<li><strong>Multiple customers with the same name.<\/strong> Always search by email, not by name. If you accidentally hit \u201cSend password reset\u201d on the wrong record, the link is only useful to whoever owns that email inbox, so nothing breaks; just send another to the correct customer.<\/li>\n<li><strong>The reset link expired.<\/strong> Shopify reset links last about 12 hours. If the customer waited too long, just send a fresh one from the same More actions menu.<\/li>\n<li><strong>Customer accounts not enabled on your store.<\/strong> If you turned customer accounts off in Settings > Customer accounts, the reset email option won\u2019t appear because customers can\u2019t log in at all. Either turn the feature back on or explain to the customer that your store only supports guest checkout.<\/li>\n<li><strong>Customer\u2019s account is disabled.<\/strong> If you previously <a href=\"https:\/\/shopthemedetector.com\/blog\/how-to-disable-a-customers-account-on-shopify\/\">disabled the account<\/a> or <a href=\"https:\/\/shopthemedetector.com\/blog\/how-to-block-blacklist-customers-on-shopify\/\">blocked the customer<\/a>, the reset option is hidden. Re-enable the account first if you want them back in.<\/li>\n<li><strong>Suspicious reset request.<\/strong> If a customer\u2019s password reset is requested by someone you can\u2019t verify (especially after a chargeback or suspected fraud), pause and confirm identity before triggering anything. Once the email goes out, anyone with inbox access can take over the account.<\/li>\n<\/ul>\n<h2 id=\"row7\">What Happens After You Send the Reset<\/h2>\n<p>After you send the email, the rest of the flow happens outside your admin:<\/p>\n<ol>\n<li>The customer opens the email and clicks the reset link.<\/li>\n<li>Shopify takes them to a password creation page (classic accounts) or a code-entry page (new accounts).<\/li>\n<li>They set the new password (or enter the code) and are logged in automatically.<\/li>\n<li>Future logins use the new password (classic) or fresh email codes (new accounts).<\/li>\n<\/ol>\n<p>You will not see the new password anywhere in your admin, and Shopify won\u2019t tell you whether the customer successfully completed the reset. The only signal is whether they\u2019re able to place a new order or contact you back. If they say it still didn\u2019t work, walk through the troubleshooting checklist above before assuming a platform issue.<\/p>\n","protected":false},"excerpt":{"rendered":"<p>A Shopify merchant cannot directly type a new password for a customer. Instead, you trigger a password reset email from the Shopify admin and the customer sets the new password\u2026<\/p>\n","protected":false},"author":3,"featured_media":0,"comment_status":"open","ping_status":"open","sticky":false,"template":"","format":"standard","meta":{"_acf_changed":false,"_yoast_wpseo_title":"%%title%% %%page%% [year]","_yoast_wpseo_metadesc":"Reset a customer's Shopify password by triggering a reset email from the Customers admin. Step-by-step instructions, troubleshooting, and merchant login resets.","_yoast_wpseo_metatitle":"","footnotes":""},"categories":[13],"tags":[],"class_list":{"0":"post-3985","1":"post","2":"type-post","3":"status-publish","4":"format-standard","6":"category-shopify-store-set-up"},"acf":{"breadcrumbs":[{"postpage":[47029]}],"conclusion":"<h2>Conclusion: Resetting Customer Passwords on Shopify<\/h2>\nThere are many ways to support your <a href=\"https:\/\/shopthemedetector.com\/blog\/shopify-customers-and-orders-set-up\/\">customers in Shopify<\/a>. Using the steps above, you can trigger a password reset email for any customer with an active account, and Shopify handles the rest by sending them a secure reset link. This keeps customer credentials private (you never see or set the new password) and helps maintain trust on your store. If you need more help with related customer tasks, our guide on <a href=\"https:\/\/shopthemedetector.com\/blog\/how-to-send-account-invites-on-shopify\/\">sending account invites<\/a> covers the flow for customers who haven't activated their account yet.","repeater":null,"filter":false,"attach_to_post":"","author_bio":false,"custom_author_bio":false,"author_bio_name":"","author_bio_info":"","_meta_excerpt_title":"","meta_excerpt":"","trust_signals":{"expert_reviewed":true,"items_tested":""},"key_statistics":null,"key_takeaways":{"takeaways_items":null},"required_subtopics":null,"context_block":{"context_heading":"","context_excerpt":"","context_content":""},"methodology":{"methodology_heading":"","methodology_content":""},"comparison_table":"","mid_content_cta":{"cta_text":"","cta_button_text":"","cta_link":""}},"yoast_head":"<!-- This site is optimized with the Yoast SEO plugin v27.2 - https:\/\/yoast.com\/product\/yoast-seo-wordpress\/ -->\n<title>How to Reset Your Customer&#039;s Passwords on Shopify 2026<\/title>\n<meta name=\"description\" content=\"Reset a customer&#039;s Shopify password by triggering a reset email from the Customers admin. 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