Password reset

If a client can't log in or forgot their password, here's how to help them get back in.

Step 1 — Confirm they have an account

Before anything else, make sure the client actually has an account with you:

1. Go to Customers → Clients
2. Search for their name or email

If they don't appear, they may not have an account yet, or they may have signed up with a different email address.

Step 2 — Have them reset their password

Direct the client to the password reset page on your booking site (usually a "Forgot password?" link on the login screen). They'll receive an email with a reset link.

Password reset email details:

• Subject line: "Password reset for [your business name] from Arketa," followed by the send time in parentheses — for example, "Password reset for Bloom Pilates from Arketa (Aug 16, 10:48 AM)"
• From: password-reset@notifications.arketa.com

Troubleshooting

Client can't find the reset email:

1. Have them check their spam or junk folder
2. Search specifically for the subject line "Password reset for ..." or for the sender password-reset@notifications.arketa.com
3. Make sure they're checking the email inbox for the address on file in their Arketa account

Only the newest reset email works: Every new reset request cancels the link in all earlier emails. If a client requested a reset more than once, or requested one and you also sent one from their profile, have them open the most recent email only. The send time in the subject line tells them which one that is.

Client's link expired: Password reset links expire 60 minutes after they're sent. If the link is expired, they need to request a new one by going through the forgot password flow again.

Client copied the link incorrectly: Instead of clicking the link in the email, some email clients break long URLs. Ask them to copy and paste the full link into their browser address bar.

Client sees a network or connection error: If the reset page shows "A network error (such as timeout, interrupted connection or unreachable host) has occurred," their device couldn't reach the login service at all, so the link itself is fine. Ask them to open the link in Safari or Chrome directly rather than in the preview browser inside their email app or a social app, turn off any VPN or ad blocker, and try a different network — cellular instead of Wi-Fi, for example.

Client uses Google or Apple login: If they signed up using "Continue with Google" or "Continue with Apple," they can't reset a password — they need to log in through the same method they used originally.

Still stuck? Contact support@arketa.com with the client's email address and a description of what they're experiencing.