Guided Password Reset

Summary

Guided Password Reset sends branded emails to users explaining the migration and guiding them through setting a new password. This approach provides better user experience than generic password reset emails by offering clear communication, custom branding, and staged rollout options.

When to Use

This strategy works best when:

  • You want better UX than generic password resets
  • Clear messaging and trust are important for your brand
  • You need to reduce support ticket volume
  • You want to stage the migration over time (cohorts)
  • You have custom email templates and branding ready

Pros

  • Better user experience than generic resets
  • Clear communication builds trust
  • Custom branding matches your application
  • Can be staged over time (cohorts)
  • Reduces support ticket volume
  • Works with any provider setup

Cons

  • Still requires users to reset passwords
  • Requires email template design and testing
  • More complex than bulk reset
  • Email deliverability must be managed
  • Social logins still need re-linking

Typical Flow

  1. 1Export users from old provider
  2. 2Import users into new provider
  3. 3Send branded migration announcement email (optional advance notice)
  4. 4Send guided password reset emails (can be staged by cohort)
  5. 5Users click link and set new password in new provider
  6. 6Update application to use new provider
  7. 7Monitor completion rates and send follow-ups if needed

Social Logins Considerations

Similar to bulk reset, social logins need to be re-linked. The guided approach allows you to:

  • Include social login re-linking instructions in your email templates
  • Provide a dedicated page explaining how to re-link accounts
  • Offer support for users who primarily use social login
  • Test social login flows before sending emails

Password Continuity / Reset Expectations

Users still need to reset passwords, but the experience is better:

  • Clear explanation of why the reset is needed
  • Branded email templates that match your application
  • Staged rollout reduces simultaneous support load
  • Follow-up emails for users who haven't completed reset
  • Support contact information readily available
Custom Domain & Email Templates: Use your own domain for reset emails and design templates that match your brand. This significantly improves user trust and reduces confusion.

Operational Checklist

Before Migration

  • Design and test email templates
  • Set up custom domain for email sending (SPF/DKIM)
  • Plan cohort strategy (if staging rollout)
  • Prepare support team with talking points
  • Test email deliverability
  • Run dry-run export/import

During Migration

  • Export and import users
  • Send announcement email (if using advance notice)
  • Send guided reset emails (staged if using cohorts)
  • Monitor email open and click rates
  • Track password reset completion
  • Update application configuration

After Migration

  • Send follow-up emails to users who haven't reset
  • Monitor support tickets
  • Track migration completion rate
  • Decommission old provider after grace period

Common Pitfalls

  • Poor email design: Generic-looking emails reduce trust. Invest in branded templates.
  • Email deliverability issues: Emails go to spam. Use proper email authentication.
  • Unclear messaging: Users don't understand why they need to reset. Be transparent about the migration.
  • No staging plan: Sending all emails at once overwhelms support. Consider cohorts.
  • Missing follow-ups: Some users miss the initial email. Send reminders.