How do I handle a trader who has forgotten their password?
Quick answer
Verify the request comes from the account's holder, usually by replying from the email on file, then reset or rotate the password and send the new one to that email. Do not send passwords to a different address or chat account without verification.
Detailed answer
A safe process:
- Confirm identity: request from the trader's registered email.
- Rotate the password rather than resending the old one.
- Send the new password to the registered email.
- Log the change.
Rotating rather than resending also ends any session someone else might have.
On PropExecutor, traders cannot reset their own password; there is no trader self-service by design. The firm rotates the password in the admin panel (or over the API), which generates a new one and immediately ends every live session for that account.
Saved reply
Keep a saved reply that explains the reset was done, gives the new password, and reminds the trader not to share it. It turns a common request into a one-minute task and keeps the wording consistent across your team.
Watch for patterns
Repeated reset requests on one account can indicate sharing; review before resetting again.
Log each reset with the date.
PropExecutor team · Updated
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