When a supporter uses the 'Forgot Password' link to reset their password, they must use the email address that is on file for them in their REACH Supporter record. If they are trying to use a different email address, or an email is not on file for the supporter, a password reset link can not be sent out.
A REACH Admin can add or update an email address for a supporter. You can also change the supporter's password for them from the Supporter Module. Here's how:
To update your supporter, log in as a REACH Admin, go to the Supporter Module and search for the Supporter.
To the right of the supporter's name are several icons.
To add or edit an email address for the supporter, click the Edit icon.
To reset a password for the supporter, you can click the Reset Password icon.