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Troubleshooting Forgot PIN or password

Troubleshooting

Forgot PIN or password

How to reset a staff PIN or Back Office password, handle an expired invitation, and fix personal phone login.

2 min read Updated 15 Nov 2026
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A staff member forgot their device PIN#

No one can view a PIN, not even the owner. What you can do is set a new one.

  1. Ask a manager or owner to open Staff. Back OfficeStaff & rolesStaff.
  2. Select the staff member and tap Reset PIN (or Set PIN if they don’t have one yet).
  3. Enter the new PIN twice, 4–6 digits. Avoid 1234 or repeated digits.
  4. Save PIN. The old PIN stops working immediately.
  5. Connect the tablet to the internet. A tablet that is offline only picks up the new PIN after it reconnects and syncs.

Forgot your Back Office password#

  1. Open the login page at console.pickandpreps.com/login and tap Forgot password?.
  2. Enter your account email, then tap Send reset link.
  3. Open the email and click the link. The link is temporary and works only once. Check your spam folder if you don’t see it.
  4. Create a new password of at least 8 characters, then tap Save password. All existing sessions on other devices are signed out automatically.

Link expired? Tap Request a new link.

Staff invitation is not valid#

The message “Invitation is not valid” means the link was already used, has expired, or was canceled. Ask the owner or a manager to open that staff member in Back OfficeStaff & rolesStaff and tap Resend invite. The old link stops working automatically. You can also share the invitation with Share via WhatsApp.

For cashiers, waiters, and kitchen staff, the fastest option is to set a PIN directly when you add the staff member. They become active right away, no invitation needed.

Personal phone: Face ID doesn’t work#

The PIN always works as a fallback for Face ID or fingerprint. You can turn Face ID off or back on from the staff menu in the app (Disable Face ID / fingerprint).

The owner forgot their login email#

Contact us on WhatsApp at wa.me/6282272605775 (+62 822-7260-5775 for Indonesia or +60 13-301 6187 for Malaysia) or email [email protected]. Include your business name and your Tenant ID (another staff member who can still log in will find it in Back OfficeSettingsBusiness profile). For security, we verify account ownership before we help.

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