This is usually the best way to deal with accidental sharing as well as any malicious breach of subscriber credentials. Within password reset, there are many ways to approach this type of sharers.
Send the sharers an email about “suspicious activity” and multiple households using their password. Within this email, include a CTA (call-to-action) that takes them to their account where a password reset option is available in addition to managing and removing suspicious devices.
Do a hard password reset for all devices on the sharer account devices. It is important to ensure that this reset is not done just before a major TV event because it would introduce a lot of friction too early in the journey.
Option 1 - Subscriber-Controlled Password Reset |
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Option 2 - Hard Password Reset |
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Pros | Addresses some accidental sharing and some malicious sharing | Addresses 100% of accidental sharing and some malicious sharing |
Subscriber feels in control of the situation – generates the least friction in the UX. | Subscriber has no control. On devices like smart TVs, logging in is not a pleasant UX. |
Cons | Benevolent or situational sharers are unlikely to take action to reset their passwords. Most accidental sharers might not act on the email. | Smaller impact on addressing benevolent or situational sharing. Sharers would just share the new password with their borrowers. |
Can introduce friction/churn if not done at the right time and never before a major event. |
Does not increase ARPU | Does not increase ARPU |
Will reduce MAU count (which could have an impact on advertising revenues and studio deals) | Will reduce MAU count (which could have an impact on advertising revenues and studio deals) |
If, even after a password reset, the same households are still sharing their credentials, it may be time to look at options that address benevolent and situational sharing.
