R–Knowledge · Call Intake POC
Documents

Account Access

organization  329 facts observed across 59 calls

Overview

Receiving one-time passwords

  • One-time passwords (OTPs) provide an additional security measure during login.
  • The system can send an OTP by email or mobile phone. Access to the backend system uses a mobile number to receive the OTP.
  • The main system page displays the phone number that will receive the OTP.
  • After the account email address is changed and saved, future OTPs are sent to the new email address.

Choosing a login version

  • There are two login versions: one uses an email address, and the other uses a website name.
  • The classic web version and the RMT version are different versions with different login methods.

Resetting or changing a password

  • The system sends one-time-password or password-reset information to the account email address.
  • After a password-reset request, the system sends an email with instructions for changing the password.

Accessing the system on different devices

  • The same email address and password must be used to log in from a mobile phone or a computer.
  • The system can be edited through Microsoft Edge.

How to

Logging in to the account

  1. Go to the Readyplanet website and open the Login menu.
  2. Select the login option for the required system. The first login option is used for website access; RMP or R-CRM may have a separate login option.
  3. Enter the registered account email address or other account username and the existing password.
  4. If prompted, check the registered email or phone for the one-time password (OTP) and enter it. Login may require a six-digit OTP sent to the registered email.

Resetting a forgotten password

  1. On the Readyplanet login page, select Forgot password.
  2. Enter the account username. This may be the registered email address or the website name, depending on the reset form.
  3. Submit the password-reset request.
  4. Check the registered email inbox for the password-reset message, including other-mail folders if necessary.
  5. Open the latest password-reset email and select its link, confirmation option, or reset-password button.
  6. Complete the reset using the method provided by the system:
    • Some reset flows let you enter the new password twice and select the option to update it.
    • Other flows send a second email containing the username and a newly generated password.
  7. Return to the Readyplanet login page and log in with the updated or newly generated password. Enter the OTP if requested.

Changing the phone number used for OTPs

  1. Log in to the Readyplanet system until the main page or OTP prompt is displayed.
  2. Open the profile icon in the upper-right corner.
  3. Select Account and Security Settings.
  4. In the phone-number section, select Edit or the pencil icon.
  5. Complete the verification requested by the system. Depending on the account setup, an OTP may be sent to the existing phone number, or support may provide a verification code during login.
  6. Enter the new phone number.
  7. Request and enter the OTP sent to the new phone number to complete the change.
  8. Select Save if the system displays a Save option.

For a business account, an administrator must use the administrator's own account rather than the customer's account. The administrator opens the administrator's own Account page, initiates the change for the business account, enters the first OTP sent to the administrator's phone, and then enters the OTP sent to the new customer phone number.

Troubleshooting an OTP that is missing or unusable

  • If an OTP is no longer usable, request a new OTP.
  • If an expected OTP SMS has not arrived:
    1. Restart the mobile phone.
    2. Turn airplane mode on and off.
    3. Request a new OTP.
    4. Access Readyplanet as usual and select the phone-number-change option to test whether the OTP is received.
  • If the old phone number cannot receive the OTP, provide additional contact information for follow-up. The issue may require review by the relevant department, which will contact you after reviewing it.
  • To request cancellation of OTP verification, email the request from the account owner's email address. Include the website name and details of the requested cancellation.

Changing the account or login email address

  1. Open the account administration area.
  2. Use the applicable path:
    • Open Member, select Member Information, scroll to Email, and edit the address; or
    • Return to the home page containing the R-Web, R-Shop, and R-Widget systems, select R-Web, choose Home, open Profile, then open Edit Profile and Account and Security Settings.
  3. Enter the new email address in the email field.
  4. Select OK or Save and complete any requested OTP verification.
  5. For a member email change, contact Readyplanet staff again so the address can be updated in the system.

To request an account contact-email or login-email change by email, send the request to info@readyplanet.com. State the website name and the new email address to use. Required supporting documents may include a copy of the account owner's identification card; these can be sent to the same address or provided by replying to the original email.

Recovering access when login still fails

  • If the existing login email is known, use it with the password-reset option to regain access.
  • Refresh the login screen, including with Ctrl+F5. If the problem remains, close the current browser tab, open a new tab, and try again.
  • In Google Chrome, open the three-dot menu, select a new incognito window, and try logging in there.
  • Try accessing the system from a computer.
  • If backend login fails, log out of the backend, clear the device cache, and log in again.
  • Update Chrome. If the problem continues after the update, contact support again.
  • Capture a screenshot of any login error and send it through R-Chat or Readyplanet LINE.
  • If the identity-verification system locks the account, contact support to have access unlocked.

Clearing browser data before trying again

  1. On the affected device, press Ctrl, Shift, and Delete simultaneously.
  2. In the browser-data window, select browsing history, cookies and other website data, cached images and files, and download history.
  3. Select the option to delete the selected browser data.
  4. Use the browser's additional options to remove any saved password retained by the browser.
  5. Try logging in again.

Providing remote access for troubleshooting

  1. Open the Readyplanet website and go to the member area or Member menu.
  2. Open Usage Guide or the user-manual section.
  3. Open a product manual, such as the R-Web manual, or select a system from the combined usage guides.
  4. Open Contact Us and scroll to the AnyDesk download option.
  5. Download AnyDesk. On Windows, select the Windows download or AnyDesk Quick Support for Windows.
  6. Open AnyDesk and locate the number under Your Address or the red connection number.
  7. Provide the number to the support agent through the requested channel, such as LINE. If the address is not visible, send a screenshot of the AnyDesk screen through Readyplanet chat.
  8. Open the backend screen that support needs to view.
  9. When AnyDesk displays an access request, select Allow, Accept, the X Save option, or the green authorization button, as displayed.
  10. Select Yes if prompted during the connection process.

If remote access is not permitted, record a video showing the login attempt in another browser and send it for review. If neither remote access nor a video can be provided, the issue is sent to the relevant team for investigation.

Authorizing support access to the backend

  1. Support sends an access request to the account's login email address.
  2. Check that email and select the acceptance option.
  3. After authorization, support can log in to the backend Business account and add themselves as an administrator.
  4. Support can then attempt to change the phone number in the Business account.

An access request may need to be approved through the email registered as the account owner's email before support can proceed.

Updating account user-management information

  • An account administrator can open Manage Users and Teams.
  • For help investigating a user-management issue, send screenshots through LINE @Readyplanet and provide the business name.

Troubleshooting

Resetting a forgotten or incorrect password

  1. Select Forgot Password on the website when the password is forgotten or the system reports that the username, email address, or password is incorrect.
  2. On the first password-reset page, enter only the account email address; no password is required.
  3. Password-reset instructions are sent to the registered email address, which may be the website owner's email address.
  4. Use the instructions to reset the password.
  5. After a successful reset, complete OTP verification if the system requests it before confirming the identity.

If the reset message is not in the inbox, check the Junk Mail folder. Support can verify whether a reset link was sent and whether a new password was generated, but viewing the login problem itself may require remote access to the customer's device. If a password-confirmation link is blocked and cannot be clicked, the relevant support team may request the URL from the original email.

A leading space before a password can cause the system to report that the email address or password is incorrect. If the system reports that the username or password is incorrect, those credentials cannot be used to log in.

Resolving browser access problems

  • Chrome may be unable to access the webpage if it is not updated.
  • A virus-related program may block the webpage in Google Chrome.
  • If login fails in Chrome, try Microsoft Edge or Safari.
  • If login continues to fail, the browser may still be retaining old login information.
  • If the system warns that the submitted information is not secure, select Send anyway to proceed into the account.

Troubleshooting one-time password delivery and verification

  • An OTP may be required as part of the system's security process when accessing website settings.
  • OTP delivery may be delayed depending on the network handling its delivery.
  • Repeatedly requesting OTPs can cause the system to lock the account.
  • Changing the email address in the member information section also changes the email address used to receive OTPs.
  • If an administrator logs in through a customer's account, the system displays the customer's phone number and sends the OTP to that number rather than the administrator's phone number.
  • If a user receives a login OTP through a channel different from the expected channel, support may request permission to remotely inspect the user's computer.
  • Disabling OTP removes an access check and increases the risk of unauthorized access to the system and data.

Understanding the displayed login location

  • The displayed login location is determined from the IP address being used.
  • The IP-based location may be inaccurate, depending on the IP address.

Changing an inaccessible registered email address

If the registered email address is no longer accessible and the customer cannot access the back-office system, supporting documents are required to change the email address.

Checking account access and password ownership

  • Anyone who knows the website password can access the website.
  • Support can review account access history but cannot view the customer's password.

Restoring a missing AnyDesk connection number

If the AnyDesk connection number is not displayed, close and reopen the AnyDesk program.

Policies and rules

Login OTP delivery and disabling OTP

  • Login confirmation requires a one-time password (OTP) sent to the customer's email in the applicable account flow.
  • The classic web version sends login OTPs only to the owner's email address.
  • The RMT version sends login OTPs only to the registered mobile phone number. RMT OTP delivery cannot be changed from the mobile phone number to an email address.
  • The system requires an OTP for login for security.
  • Disabling OTP login is available on request. Disabling OTP requires documents proving ownership of the website to be submitted for processing.
  • The customer does not need to disclose the OTP to support staff.

Changing the registered phone number

  • Changing the phone number requires requesting an OTP again.
  • The OTP for changing the phone number is sent to the previous owner's phone number.
  • The change includes changing the phone number associated with the account owner.
  • To change the registered phone number, submit documents proving ownership of the website. The required documents are a company registration document and a copy of one company director's identification card.
  • When testing whether an OTP can be received, use the change-number option without actually changing the phone number. The phone number does not need to be changed for this test.

Changing the registered account email

  • A request to change the registered account email must be submitted using the owner's registered email address.
  • If the existing login email is no longer in use, submit documents to request a change to the login email.
  • After the email address is changed, OTPs are sent to the new email address instead of the previous email address.
  • Changing the account email address does not automatically change the existing password.

Ownership documents for an organization account

  • For an account registered under a legal entity, provide a stamped company registration certificate issued within the previous six months.
  • Provide a copy of the identification card of one company director. The copy must be signed as a certified true copy.
  • The ownership documents used for disabling OTP or changing the registered phone number are described as a company registration document and a copy of one company director's identification card.

Passwords and usernames

  • Support staff cannot view or see the customer's existing password.
  • Support staff cannot directly reset a customer's password; customers must use the password-reset process themselves.
  • Support staff can change the account username but cannot change the customer's password.
  • The back-office username is the customer's domain name.
  • Enter the username exactly as shown in the system-generated email, including the www. prefix when it is present.

Support access to the website and email account

  • Support staff cannot access the customer's website backend.
  • Support staff cannot access the website administration area again without first obtaining the customer's permission.
  • When support staff remotely access a customer's computer through AnyDesk, the agent must initiate the access request.
  • Agents do not log in to the customer's email account when requesting backend access.
  • Company employees may view basic website information, including the expiry date and the email address used to access the website, but this access does not reveal the website password.
  • The email account and the website back-office login are separate systems.
  • Username and password information should not be disclosed to others. Hacking risk is not determined by whether a website is foreign.

Member Information details

  • The Member Information section does not allow an additional email address to be added.
  • Customers can edit other incorrect information in the Member Information section.
  • Enter the date, month, and year of birth correctly to help prevent the account from being suspended again.

Support responsibility changes

  • When support responsibility changes between staff members, the customer may need to provide additional background about the issue.

Expired account services and data

  • When an account's service has expired, the user can no longer log in to that account or view its data.
  • Data is kept separately for each company account.

Limits and quotas

OTP validity

  • An OTP is valid for five minutes.

Ownership document age limit

  • Submitted ownership documents must be no more than six months old.

Processing time for account changes

  • Requested account changes are processed within one business day.

Password-reset email delivery time

  • A password-reset email may take approximately 1 to 2 minutes to arrive.

Birth-year verification attempts

  • Access is locked after more than three unsuccessful birth-year verification attempts.

Contact and support

Contacting support for account access problems

  1. If the password reset and subsequent login do not work, contact support and provide the relevant information.
  • Support is available 24 hours a day.
  • Customers can contact support by pressing 3.
  • The LINE channel is handled by social-support staff.
  • Progress updates are provided through email or LINE.

Changing the registered phone number

  • Send requests and supporting documents through the designated support email address.

Compiled from 329 facts observed across 59 customer calls.