I’ve had my Paypal account for AGES. I also haven’t used it in AGES. I attempted to login a couple of days ago to send someone some money and, for the life of me, could not remember my password. I tried the password reset via email, but the link that came in the emails just kept redirecting back to Paypal’s main page. With a request in to their helpdesk, the suggestion that came back was to phone in to have this resolved sooner rather than later.
Today, armed with the last 4 digits of the bank account I’ve got hooked into Paypal, that’s exactly what I did. It was easy, painless, seamless and fast. The steps:
1. I phoned their customer support line. The automated voice was able to confirm who I was using the last 4 digits of my account number.
2. Once I was confirmed, it automatically (and instantly) sent me an email with a password reset link… and it actually worked!
3. I clicked on the link and the automated system gave me a 5 digit code to enter into the page I was on.
4. Once I clicked “continue,” I was brought to a page to reset my password and security questions.
5. Voila! All logged in and all under 5 minutes.
If you’re using an automated system in conjunction with your website, make it this easy and people will appreciate it almost as much as a talking to a person… almost.
Either way, password recovered, payment made and one happy Paypal customer served!
What made this worth blogging about? Well, for one it’s always nice to shout out companies when they’ve done something right, especially for an area they might not otherwise hear much about (like password reset processes and experiences) and I think it’s an example for the rest of us to strive for. There were no wait queues for the help desk. I didn’t have to press 1 to speak to an agent or try to explain my entire issue to three different people because I phoned the wrong department. They kept it simple, clean and fast. Thanks Paypal!