The "Forgot Password" feature used by the end users of the apps / websites is documented in detail here.
While the entire process is free of any human intervention and is expected to be self-serving, some times users will face difficulty in remembering the right login identifier : email id or phone number, used with this account. This can happen for a wide variety of reasons.
However, you as an administrator of your merchant account can help such users without requiring any intervention from Presto. "User Management" is available for every merchant in the admin console. Here are a few things you can try to help your customer reset his/her password.
1. Make sure that the emali id and / or the phone number they are providing actually exists in your list of users. Search for user accounts by email id / phone number.
2. If the customer is providing a phone number, clarify that the reset token is still sent as an email to the email id associated with the account specified by the phone number. SMS is NOT sent.
3. If the customer is providing a right phone number but is not receiving any email with the reset token, ask for the email id being checked and make sure that it matches the email id on file for that account.
NOTE : If the email id does not match, then you can update the email id of that account after confirming from the customer. Read this.
If none of these steps help, reach out to us through our support ticketing system.