Mobile banking password reset user journey
This mobile banking password-reset flowchart shows the customer-facing recovery path from opening the app to restored account access. It separates the normal self-service route from the path that needs bank support, so product, fraud, and service teams can agree on what a failed passcode should do.
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Scenario
A digital banking team documents a customer password-reset path that combines self-service recovery with a safe route to assisted recovery.
Key decisions
- Passcode validation: A failed one-time passcode does not continue to password creation and instead enters recovery review.
- Customer identification: The customer ID step anchors the reset request before the passcode is delivered.
- Biometric choice: Biometric enrolment is optional, so customers can complete the reset with a password alone.
- Security alert: A notification after sign-in gives the customer a visible record of the credential change.
When to reuse this
Use this for a consumer financial app that supports one-time-passcode recovery. Replace the identity and escalation steps with the controls required by your bank's risk policy.
Frequently asked questions
Why does an invalid passcode go to support?
Is biometric sign-in required?
Why send a security alert after sign-in?
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