Template · Updated
Account and login article template
Login and account questions are among the most frequent and the most stressful, because the customer can't do anything until they're solved. Clear self service answers handle most of them; the rest need a fast route to a person.
Short answer
An account and login article answers the questions people ask when they can't get in or need to change who has access: how to sign in, reset a password, set up or recover two step verification, change an email address, and invite or remove teammates. Keep each answer short, say who can do what, and tell locked out customers exactly how to reach a person.
When to use this template
Use this template for one account and access article, or split it into short articles per task if your product has many sign in options. Write it before launch: password resets and teammate invites start on day one. Link it from your login page. Pay extra attention to wording here: customers who can't sign in are stressed, so short sentences, exact button names, and a visible way to reach a person matter more than anywhere else.
What goes in it
Signing in
Which sign in methods you support and where to find the sign in page.
Resetting a password
Steps, how long the reset link lasts, and what to do if the email doesn't arrive.
Two step verification
How to turn it on, and what to do if the customer loses their device.
Changing account details
Changing the email address or name, and who's allowed to.
Teammates and roles
Inviting, changing roles, and removing teammates, with what removed people lose access to.
The template
Copy it into your help center editor and replace the bracketed parts.
# Sign in and manage your account
## Sign in
[Sign in methods.] [Link to the sign in page.]
## Reset your password
1. [Steps.]
The link expires after [time]. No email? Check spam, then [what to do].
## Two step verification
[How to turn it on.]
Lost your device? [Recovery codes, or how to contact support and what you'll be asked to verify.]
## Change your email address
[Steps.] [Who can change it.]
## Invite or remove teammates
[Steps.] [Roles and what each can do.] [What happens to a removed teammate's work.]
## Locked out?
[Exactly how to reach a person and what to include.]Example: Ledgerloop's account help, two answers
## Lost your two step verification device?
Use one of the recovery codes you saved when you turned it on: enter it instead of the six digit code. No recovery codes? Email help@example.com from your account's email address. We'll ask you to confirm the last invoice you sent before we reset it.
## Remove a teammate
Open Settings, then Team, and choose Remove next to their name. Only account owners and admins can do this. Invoices they created stay in the account; they lose access immediately.Mistakes to avoid
- Burying the locked out route at the end of a long article.
- Not saying who's allowed to change things, like roles or the account email.
- Leaving out what happens to a removed teammate's work.
- Reset steps without what to do when the email doesn't arrive.
- Asking locked out customers to sign in to contact support.
How to keep this article current
Account articles drift when sign in options, roles, or permissions change, and wrong instructions here lock people out. usedocs proposes an edit when a merged pull request changes a role, permission, or sign in step the article describes, and the scheduled check flags role names and steps that no longer match the code. Access questions customers ask the assistant that the article doesn't cover become gaps with drafted answers.
FAQ
What should an account and login article cover?
Signing in, password resets, two step verification and recovery, changing account details, and managing teammates.
Should it be one article or several?
One is fine for a simple product; split by task if you have several sign in methods or many roles.
Where should it be linked?
From your sign in page, your password reset emails, and the account settings screen.
How should locked out customers reach support?
By email or a form that doesn't require signing in, with clear instructions on what to include.
Can an AI assistant help with login problems?
With documented steps, yes. Account recovery and identity checks should go to a person.
Should the article explain how to delete an account?
Yes, or link the article that does. Customers look for it in account settings help, and hiding it creates angry tickets.
How do I explain roles clearly?
A small table of roles and what each can do works better than paragraphs. Name the roles exactly as they appear in the product.