Rochen’s support is provided, 24/7, via our customer portal at:
If you’ve forgotten your password, or find that the credentials that you thought were correct are not working, there are 2 password reset options, listed below.
Automatic Password Reset
This option is available on the login page at https://my.rochen.com If you click on the “forgot password” link, the next screen will ask you for your primary email address.
Once you enter your primary email address, and assuming it matches what is on file for your account, our system will send you a password via direct email to that address.
If you do not know your primary email address, please see the manual verification section.
Note: The My Rochen system uses [email protected] as our default email address for all system emails. We recommend adding [email protected] to your contacts, and check that it is not being filtered in to spam/junk, etc.
Manual Verification Password Reset
This is the option to use if you do not recall the most recent primary email address for your My Rochen account, or the primary email address that you thought you were using for the account is returning the following error:
“There are no accounts associated with the primary email address that you entered. Please try a different email address.”
When we assist with a manual password reset, we need to be able to verify your account ownership before we can send you a new password or provide account access in any way.
This is an industry standard common sense security policy, and also a requirement of Rochen’s PCI compliance.
In order for us to verify your account ownership, we will need you to send an email to [email protected] requesting to have your password reset. The email needs to include all of the following:
- The Primary domain name on the account
- The full name of the Primary owner of the account
- The Primary email address that Rochen uses for communicating with the account
- The address, including postal/zip code of the primary owner of the account
- The telephone number used on the account
- The last four digits of the credit card on file – This would be the card that your Rochen invoices get billed to.
The above is required for the previously noted security reasons, and also for the protection of the personal contact and billing information that you have entrusted us to keep secure.
We appreciate your patience as we try to work with you to make sure that all correct information is provided and verified.
Thank you