Internal Support: Business Online Banking password reset (Stubborn Bank)
Use when: Customer can’t log in / forgot password / locked out.
Support Agent steps:
Confirm it’s Business Online Banking and they have access to the email on file.
Have them click Forgot password on the login page and submit User ID + email on file.
If no email: check Spam/Junk, wait 5 min, retry.
If they can’t access email on file → escalate to secure verification/admin reset.
Copy/paste reply template: Hi {{name}} — please click Forgot password on the Business Online Banking login page and enter your User ID + the email on file. You’ll get a reset email in ~1–3 minutes. If it doesn’t arrive, check Spam/Junk and try again after 5 minutes. If you no longer have access to the email on file, reply here and we’ll help securely verify and update your access.