We’ve made some updates to enhance the user experience around password resets on the Jumbo Lottery Platform (JLP)
These changes are especially helpful for situations where supporters request multiple password resets within a short time. Previously, this could lead to confusion if older reset emails were used after a newer request was made. Now, supporters will see clearer guidance and experience a more seamless reset process reducing confusion and cutting down on password reset queries to your call centre teams.
What We Discovered
Supporters who request multiple password resets within a short time period may receive older reset emails with expired links. If they click these outdated links, the system rejects the request, often leading to confusion and frustration.
What’s Changed
- Supporters will now see clearer messaging explaining that only the most recent password reset link is valid, and that older links will no longer work.
- We’ve introduced a short 2-minute cooldown period between reset requests to reduce unnecessary repeat submissions and ensure a smoother supporter journey.
New cooldown functionality and how it works:
- Customers can re-enter their email on the Forgot Password page and click ‘Reset password’.
- If the request is made within the cooldown window, the API will not send a new email or record a customer event on JLP admin
- Instead, the supporter will be redirected to the confirmation page with the previous reset email details and a countdown timer next to the ‘Request a new link’ button.
- Once the timer expires the supporter will be able to request a new link by clicking on the ‘request new link’ button.
This update ensures greater clarity for supporters throughout the password reset process, helping them understand what to expect at each step. By minimising ambiguity, it significantly reduces confusion and frustration, ultimately making it easier for supporters to securely regain access to their accounts with confidence.