Requesting for password reset on behalf of Players who cannot receive email notification from Gametize

Note: Manual Management services are available only to subscribers of the Regular, Premium, Premium Plus, and White-label Plans on Gametize.com.

• Each eligible subscription includes one batch request per month for manual registration or password reset requests. Additional requests are charged at USD 200 per batch request.
• Payment for additional batch requests will be deducted from either:
  • 30 minutes of allocated service hours; or
  • From your account balance. 
• To purchase additional Gametize Credits, an Admin can top up the account through the payment portal. For non-credit-card payment methods, contact support@gametize.com.
• For more information, you may refer to the community post at https://support.gametize.com/hc/en-gb/community/posts/360078281171-Manual-User-Management-Is-your-corporate-system-rejecting-our-emails.

About Manual User Management

In some cases, new Players may be unable to receive email notifications from Gametize or open the links included in those emails. This commonly occurs when Players register using company email addresses or access the notifications using work devices with restrictive corporate IT security policies.

As a result, triggering a password reset can be difficult for Players. 

We strongly recommend asking your organisation’s IT administrator to whitelist the gametize.com domain. For more information, refer to the following support article: https://support.gametize.com/hc/en-gb/articles/6059331173017-Domain-to-whitelist

If you are a Project Administrator managing a group of affected Players, you may contact Gametize Support for assistance with creating their accounts and inviting them to your Project. This is known as a manual user management.

This article covers:

• How to request for password reset on behalf of Players
• How to follow up with Players after successful password reset

How to request for password reset on behalf of Players

The Admin submitting a manual registration or password reset request must:

• Use the same email domain as the affected Players; and
• Confirm that they are authorised to register accounts or reset passwords for users with that email domain.

If the Admin and affected Players use different email domains, ask an authorised user with the same email domain as the Players to submit the request directly. Alternatively, include the authorised user’s email address in the support request so that Gametize Support can communicate with them directly.

To prevent email spoofing, Gametize Support will not contact an authorised user separately to verify a request submitted on their behalf.

For verification purposes, the request must be submitted using the email address of the relevant Project Owner or Project Administrator.

Prepare the Player Spreadsheet

1. Create an excel spreadsheet in the following format - see the bottom of this article for a template
   • 1st column: Players’ email addresses
   • 2nd column: Custom password for each player (it is recommended to define a random and unique password for each Player, see below for password policy)
2. Save your Excel spreadsheet in "Excel Workbook (.xlsx)" format, noting the following guidelines:
   • It contains only one worksheet.
   • It does not contain any hidden worksheets.
   • It does not include column headers.
   • It is saved as a .xlsx file.
3. Contact Gametize Support and provide:
   • The completed Excel spreadsheet
4. You may submit the request by:
   1. Filling up the ticket form here, or
   2. Sending us an email at support@gametize.com. 
5. Do let us know if you would like invited players to receive email notification. 
6. For verification purposes, the request must be sent via the email address of the Project Owner or Project Administrator. 
7. Gametize Support will reply after the accounts have been created and the Players have been successfully invited to the Project. It is recommended to follow the steps here to follow up with your Players. 

How to follow up with Players after successful password reset (only for Gametize.com)

Because this process is intended for Players who may be unable to receive Gametize email notifications, Project Owners and Project Administrators should contact the Players separately.

We recommend that you:

1. Inform each Player individually of the custom password assigned to their account. Avoid distributing multiple Players’ passwords in the same message, as this may compromise account security.
2. Inform Players that they will be prompted to change their password when they sign in for the first time.

Related Articles:

• Viewing Project Players 
• Inviting Multiple Players to a Project
• Requesting for password reset on behalf of Players who cannot receive email notification from Gametize
• Manual User Management: Is your corporate system rejecting our emails?