---
title: Reset Password / Unlock Account
description: Merchant Locked out / Forgot username or password
---

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1. [Help Center](https://support.paymentpilot.com/migration/knowledge?hsLang=en)
2. [PPS](https://support.paymentpilot.com/migration/knowledge/pps?hsLang=en)

# Reset Password / Unlock Account

## Merchant Locked out / Forgot username or password

**Steps applicable for the following:**

> **CAYAN | TSYS Direct| PRIORITY PAYMENT SYSTEMS (PPS)**
> 
> **SOP: [CREATE A TICKET](https://support.paymentpilot.com/knowledge/creating-a-ticket?hsLang=en)**
> 
> **VIDEO: [How To Reset Password](https://drive.google.com/file/d/1mqOFSNxvZ9_GrliqXn9paSKGSLefZ3uQ/view?usp=sharing)**

- Pull up merchant account in MX Connect
- Under MX Merchant go to users

![](https://lh3.googleusercontent.com/g0vuCzhbetiNweAECdS7c8D9wq7MRlIN4OwHuOi1y7LQDPzYpeGOHjCA7hBYaMx3dkRtv3bH5IXXvK-D5NlEbMsKDBTyPqkMCpJjO2huE8tnAspDGMtzSVX7JZVLRysjxDHBPXnvxmck5Fdb5M8yUKLzQzCwEfw6kPzaTcCRPiTpSU7zo6ZUKmJF)

- Click on the user who needs assistance
- If merchant has been locked out the padlock icon should be closed, click on it to unlock their account
- If merchant has forgotten their password, click on the paperplane icon to send them a reset password email. There is no way we can manually change their password for them.

![](https://lh3.googleusercontent.com/kSw1xxSKqm8D6aiRChO0qSghl79l1Ir9m5-IDqLr9JkWWA8RyEcjIuYyHgxw7cRn2JJ0k8RSQfhAq4ol_Hxv330RmD0ORRhbr-u3VijGpz5EoBu8G3lDo5DPumJIewso1HtFvoSQX4NGwW8gLx8Is_9DpLw-Xq9kNRXCy4qme058Jm2Pb0EmLhJG)

- Email the client about what you did for them.

 

- [PPS](https://support.paymentpilot.com/migration/knowledge/pps?hsLang=en)

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