---
title: Helping a member who cannot get into their account | Pairc Goodman
description: Resend a verification email, send a password reset, or reset two-factor sign-in for a member.
canonical: https://pairc-goodman.com/help/brokers/broker_members/broker_account_help
generated: 2026-10-24T02:10:34.671Z
---Looking after members

# Helping a member who cannot get into their account

Resend a verification email, send a password reset, or reset two-factor sign-in for a member.

---

Many requests for help are about signing in. You can fix most of them from the member's record.

1. Open Members.
2. Press the three-dot menu on the member's row and choose View details.
3. Open the Actions tab.

## "I never got the email to confirm my address"

Press **Resend verification** . Ask the member to check their spam or junk folder too.

## "I forgot my password"

Press **Send password reset** . The member gets an email with a link to choose a new password. You never see or set their password.

## "I lost the phone I use for two-factor sign-in"

Two-factor sign-in asks for a code from a phone app as well as a password.

1. First, make sure the person asking really is the account holder. Follow your community's process for this.
2. In the box above the button, write an incident reference and how you checked their identity. You need at least 10 characters.
3. Press Reset 2FA.

The member is signed out everywhere and told by email and notification. They can then sign in with their password and set up two-factor again.

Before a reset, the app asks you for a code from your own authenticator app, unless you entered one in the last few minutes.

[Go to this page](/broker/members)

## More guides in this topic

[How do I approve a new member?](/help/brokers/broker_members/broker_approve_new_members) [Finding and filtering members](/help/brokers/broker_members/broker_members_list) [Viewing a member's full record](/help/brokers/broker_members/broker_member_details) [Keeping private notes about a member](/help/brokers/broker_members/broker_member_notes) [Suspending or reactivating a member](/help/brokers/broker_members/broker_suspend_member) [How do I correct a member's time balance?](/help/brokers/broker_members/broker_adjust_balance) [Supporting members who find technology hard](/help/brokers/broker_members/broker_supporting_members)

## Still need help?

If you can't find what you need, get in touch and a person will help you.

[Contact us](/contact)