Ok, we realize that we have been absent in forums and late on ticket responses at times, especially lately.

We need everyone's help on improving some aspects of our site and service. A full 50% of tickets and phone calls we receive are about password resets, getting device codes, and finding the payment buttons.

1. Password resets: On the member access page, above the password field it says "Password (Unsure? Leave it blank - we'll help you find it)." We receive hundreds of tickets and calls about this. Do we need to add a "Forgot password?" button that might be more familiar to people? It seems like the current wording is either unclear or not noticable enough. Should we bold this? Add the new button?

2. Device codes: Each person gets a device code for their device and then forgets it. They need to know how to retrieve it by logging in themselves or having their account admin give to them. We are not supposed to hand out device codes over email or phone, although we sometimes make exceptions. We have operated under the assumption that the account admin is training people to use the app and how to log in, and people are not getting rid of their device code. What could we do to let people know that they need to talk to their account admins to get their device code. Normally when we reply to an email or phone call telling them they need to talk to their account admin, they don't know who that is or that person is unreachable. Any suggestions here?

3. Payments: There are three payment buttons throughout the site at various times. The first of which is the large blue button that says "Fix this now." We recieive a lot of calls and emails because people don't know where to pay after their trial runs out. Is there a better way to do it than the "Fix this now button"? We have encountered this again with the renewal button at the top, so after a year of being on our website and despite doing it once before, this is still not clicking for people. Any suggestions? The next payment button people miss is the "+ Devices" under the Agency tab for adding devuice subscriptions to their agency account. It is halfway down the page in the section with the rest of the agency subscription information. We put it here because this is where the admins can check how many subscriptions they have and howmany they have used. I think the button needs to be blue, just like the reset of the payment buttons. Does this sound good, or do we need to do something else? The last payment button is located in the individual tab, the one a log in user sees when they first log in. Most people don't know how to log in individually, and it seems like their admins are not telling them how to do it. We are working on adding some direction for these users, but does anyone have any suggestions for this as well?

Thanks in advance for your help. We want the site to be as intuitive and easy to navigate as possible and understand that we need to work on these trouble areas.

As a note, this thread is ONLY for discussing these three issues. I am trying to collect this information on a single thread. Unrelated posts will be deleted. I do not like deleting posts and apologize in advance if your gets cut for being off topic. I will try to send you a pm if I delete your post.