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Password reset and sign-in issues

Anastasia Lowell avatar
Written by Anastasia Lowell
Updated over 3 months ago

1) Purpose

A short guide for partner employees on restoring access to the Partner Portal (ЛКП) and fixing common sign-in errors. Focus: self-service steps, and when/how to contact Support.

2) When this applies

  • Forgot your password.
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  • The email/verification code doesn’t arrive.
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  • No access to the linked email/phone.
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  • “Too many attempts” / temporary lockout message.
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3) Quick path (at a glance)

  1. On the sign-in page, click “Forgot password?”
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  2. Enter the registered email you have access to, get the email, and follow the link.
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  3. Set a new password. Close old sessions and sign in again.
    If there’s no email — see the checklist below. If that doesn’t help — contact Support.
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4) Common situations and fixes

  • Forgot password, have access to email.
    ​     Reset via “Forgot password?” → sign in. The link is time-limited; if it expires, request a new one.
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  • Forgot password, no access to email.
    ​     Contact Support → then perform the password reset.
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  • Email/code not arriving.
    ​     Check Spam/Promotions and filters, add the sender domain to your allowlist, verify the email is correct → resend. If delivery is consistently failing — contact Support.
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  • Link expired / code invalid.
    ​     Make a fresh request and complete the process on one device/in one browser tab; do not use email forwarding.
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  • Changing a user’s phone/email.
    ​     The partner’s administrator sends a request to Support to update contacts. Changes are made only after identity verification; once updated, an additional agreement is signed to confirm the change of contact or payout account details.
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5) Self-check checklist (2–3 minutes)

  • Email: check Spam/filters/rules; search by the email subject; make sure the mailbox isn’t full.
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  • Corporate policies: ask IT whether the domain/mailing service is being blocked; add to the allowlist if needed.
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  • Data: make sure you’re entering the correct email you have access to; confirm the phone number is correct.
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  • Device/network: stable internet, correct time and time zone, up-to-date browser, no blocking extensions.
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6) When to contact Kiwitaxi Support

Contact us if:

  • there’s no access to the linked email/phone;
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  • emails/codes consistently fail to deliver;
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  • the lockout doesn’t clear after the timeout;
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  • contacts need to be changed.
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What to include: partner ID/company name, user’s full name, current/new contacts, a screenshot of the error message, and the date/time of the sign-in attempt.

7) Security (minimum, but important)

  • Never share your password or codes with third parties; Support staff will never ask for your password.
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  • Use a unique password and update it if you suspect compromise.
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  • Contacts (email/phone) must be personal and up to date; changes go only through Support.
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8) Limitations

  • Access recovery and contact changes are performed only after identity and authority are confirmed.
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  • Password-reset and code requests may be rate-limited by the system.
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9) FAQ — short

  • Email/code not arriving.
    ​     Spam/filters/allowlists, correct contacts, resend. Next step — Support.
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  • Lost access to corporate email.
    ​     Through Support — request an email change → then reset the password.
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  • Link/code expired.
    ​     Request a new one and complete the process on the same device.
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  • Who can change contacts?
    ​     Support.

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