Overview

If an agent is not able to recall their password for the Virtual Terminal, their administrator can reset it via the Nucleus portal. This article describes the steps to accomplish this. 

Prerequisites

• Access to the Nucleus portal.

Solution

1. Log in to the Nucleus portal.
2. <supportagent>Go to Clients and search for the customer's name.
3. Click on the Log In icon to access the platform as the customer.</supportagent>
4. Go to Card Payment Processing > Admin Tools.
5. Go to the Agent List.
6. Locate the agent that needs to reset their password and click on the cog icon.
7. Enter a new password in the Password field.
8. Select the Reset password next login option to ensure the password is updated the next time the agent logs in to the Virtual Terminal. 
9. Click on Update.

Testing

Once the changes have been saved, the agent can log in to the Virtual Terminal using the new password. The agent will be asked to set a new password after logging in for the first time after the reset.