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Troubleshoot passcode reset failures

This guide helps partner support teams troubleshoot passcode reset failures for their users.

For a step-by-step guide your users can follow, see Passcode reset.

Key takeaways
  • The most common cause of passcode reset failures is opening links through in-app browsers (such as within Gmail, Outlook, or other messaging apps). Always check this first.
  • Save these session-clear links. They resolve the vast majority of issues without a support ticket:
    • Mobile: https://identity.swan.io/authenticator/clear
    • Desktop: https://identity.swan.io/logout/callback
  • Users shouldn't change a phone number and reset a passcode at the same time. Each change must happen separately, in the right order.

Who does what​

TaskResponsible
Share session-clear links with the userYou
Verify the phone number on the account with the userYou
Guide the user to use their main browserYou
Investigate failed reset attemptsSwan Support
Resolve a phone number access issueSwan Support

Reset a passcode​

When a user forgets their passcode, they reset it through Swan's Web Banking or your banking app. Direct the user to the Passcode reset article for a step-by-step guide. The user must complete the reset themselves. You can't do it on their behalf.

Swan may guide the user through an identity verification step, selecting the method automatically based on their identification status.

Locked out

After 5 failed attempts, the user is blocked and must complete the full passcode reset flow. Direct the user to follow the on-screen prompts to verify their identity and create a new passcode.

Session expired

If your user's identification is Expired, they didn't finish the identification in time. Time limits depend on the process. See identification statuses. They need to start a new request.

For more guidance on identification, see Manage user identification.

Handle a phone number change with a passcode reset​

Don't combine these two changes

Changing a phone number and resetting a passcode at the same time puts your user in an infinite loop. Each change needs to happen separately, in order.

Correct sequence:

  1. The user resets their passcode using their current phone number.
  2. Wait for the reset to be confirmed.
  3. The user can now change their phone number.

If the user no longer has access to their old number, or a duplicate user exists, raise a support request in your Dashboard with the user ID and a description of the problem.

Fix the most common failure: in-app browsers​

In-app browsers cause the vast majority of passcode reset failures. When a user opens the reset link from inside an app, it opens in a simplified browser. This causes the process to loop, return to the home page, or display an error.

Identify an in-app browser​

If your user shares screenshots, check the navigation bar:

  • Main browser (Chrome, Safari): full toolbar with URL bar.
  • In-app browser: simplified header without the standard toolbar.

Fix the issue​

Ask your user to complete these steps in order:

  1. Clear their authentication session. Use one of these URLs depending on the device:

    • Mobile: https://identity.swan.io/authenticator/clear
    • Desktop: https://identity.swan.io/logout/callback

    A blank page appears after clearing. This is expected. Ask the user to log in again.

  2. Open Web Banking or your branded URL https://[partner].banking.swan.io/ in their main browser (Chrome or Safari, not from inside another app).

  3. Select Forgot passcode? and follow the steps.

Contact Swan Support​

Raise a Swan Support request if:

  • The user cleared their session, is using a main browser, and the reset still fails after multiple attempts.
  • The user is stuck in a phone number change and passcode reset loop, and the steps above don't fix it.
  • The user reports a successful passcode reset, but their new passcode still fails to log them in.

Include in your request:

  • User ID
  • Description of the error (ideally with a screen recording)
  • Browser and device type
  • Whether the user was using an in-app browser
  • Steps already taken

Share these articles with your users​

Share these Support Center articles with users who have questions about passcode resets:

  • Consent and SMS issues: troubleshooting SMS delivery and consent problems.
  • Passcode reset: step-by-step guide for users resetting their passcode, including identity verification paths.
Help center content

You can also use these articles as a starting point to create your own FAQ or help center content, tailored to your product's terminology and your users' specific context.