Paytm - Reset Password
A morning started with bad experience from Paytm.
My wife wanted to pay for groceries today morning. She is a big fan of Paytm and uses app regularly for payments.
She opened Paytm app and it asked for the password as Login Screen appeared on her phone. It was unexpected. She was expecting to see a homepage with Pay option. But, it automatically logged out. She tapped on Log In and entered mobile number and password. But, it failed due to wrong password. She then started recalling the password and tried couple of times. But, she was unable to continue due to wrong password.
So, she decided to reset a password. So, she tapped on “Forgot Password” and got to see a screen having a lot of information and a phone number to call for resetting password. She read lengthy instructions and tapped on call. These Instructions were irrelevant.
She called a provided number and was ready to press 1. But, the number was wrong. She tried couple of times and then she was completely pissed off. She checked alternate ways to reset password but there was no other ways to do so. At the end, she requested a vendor to pay later for the groceries.
It gives an immediate feeling that why paytm has changed a flow for Forgot Password. People are habituated with resetting a password through OTP or via Email. Why Paytm has came up with Reset Password using Call functionality. It also pauses a question that “how this new method for Reseting a password through a call would be better and more secure than existing methods”
It would have great if paytm would have provided an alternate option to reset password.