Issue: Customer needs to reset their trading platform password or did not receive the OTP.
Resolution steps for agents:
- Confirm the registered email and mobile number on file match what the customer is using.
- Guide the customer to the self-service reset page and select OTP via SMS or email.
- OTP is valid for 10 minutes — ask the customer to request a new OTP if expired.
- Check if SMS/email is blocked by DND or spam filters.
- If OTP delivery fails after 2 attempts, escalate to the CRF team for manual verification and reset.
Customer response template: Please visit the password reset page and enter your registered Client ID. You will receive an OTP on your registered mobile number. If you do not receive it within 5 minutes, check your spam folder or reply with your Client ID for further assistance.
Was this article helpful?
That’s Great!
Thank you for your feedback
Sorry! We couldn't be helpful
Thank you for your feedback
Feedback sent
We appreciate your effort and will try to fix the article