Ring Password Reset Due to Compromised Credentials

Purpose

This procedure is used when a customer receives a Ring notification requiring a password reset because Ring detected that the customer's login credentials may have appeared in a third-party data breach.

Customer Symptoms

Customer reports:

• Ring is forcing a password change
• Cannot continue using Ring without resetting password
• Received a compromised password warning
• Received a security alert from Ring
• Asked to change password unexpectedly
• Concerned their Ring account was hacked

What This Means

This does not necessarily mean the Ring account was hacked.

Ring detected that the customer's email address and password combination may have appeared in a known third-party data breach and is requiring a password change as a security precaution.

Procedure

Verify Customer Access

1. Confirm customer can access the email address associated with the Ring account.
2. Confirm customer can receive password reset emails.

Reset Password

1. Open Ring app.
2. Select Sign In.
3. Select Forgot Password if needed.
4. Follow password reset instructions.
5. Create a new password.

Password Requirements

Recommend that customers:

• Use a unique password
• Avoid reusing passwords from other websites
• Use a combination of:
  • Uppercase letters
  • Lowercase letters
  • Numbers
  • Special characters
• Avoid personal information in passwords

Verify Account Access

After password reset:

1. Sign back into Ring.
2. Verify cameras appear normally.
3. Verify video history loads.
4. Verify notifications are functioning.
5. Verify shared users remain connected.

Important Information

Customer Concern:

"Was my Ring account hacked?"

Response:

Ring may require a password reset if credentials matching the customer's login information appear in a known third-party data breach. This does not automatically indicate unauthorized access to the Ring account.

Customer Concern:

"Can I keep my old password?"

Response:

No. Ring requires a completely new password when compromised credentials are detected.

Customer Concern:

"Can Ring employees see my password?"

Response:

No. Ring employees do not have access to customer passwords.

Customer Concern:

"Does Ring know my passwords for other websites?"

Response:

No. Ring does not have access to passwords used on other websites or services.

Troubleshooting

If password reset emails are not received:

1. Check Spam folder.
2. Check Junk folder.
3. Verify correct email address.
4. Attempt password reset again.
5. Wait several minutes and retry.
6. Escalate to Ring Support if email delivery continues to fail.

Expected Outcome

Customer successfully creates a new password, regains access to Ring, and account security requirements are satisfied.