Help Center : Password Reset Request: Administrator Support

Created by Chip Livingston, last modified by Claudia Linquanti-Sue on Feb 14, 2023

Your user has initiated a password reset, but they have not received the email with the link to finish the password reset process.

Solution

  1. Check the user's ‘Junk’ or ‘Deleted’ folder. You can typically prevent future emails going to the Junk folder by creating a contact with the sender’s email.

  2. Confirm the user was sent an email by the system. If you are a Login Administrator (User Group of Login: Admin), we have created a list to assist you (release August, 2020) to support users in resetting their password. On your main dashboard, under the Admin menu, you will see ‘Password Reset Requests’.

    Clicking on this link will take you to a list showing which Logins have recently requested a new password (screen shot below), the password and email entered during the process, as well as key contact information related to the Login. Review the field ‘Request Successful'. If you have a ‘Yes’ in this field, then a user was in fact sent an email with the . If a ‘No’ is in this field, then continue to step 3.

  3. Validate the Login and Email your user entered during the password reset process. If the ‘Request Successful’ field is No, then either the Login name or the associated email entered was incorrect. An incorrect entry is notated by the red triangle. In most cases, we have found the email is different than the one that is associated with the Login account. If the user has entered a valid Login, you can quickly compare the email entered with the email associated with the Login using this list.

Note: The password reset link provided in the email does expire. Either after two hours of creating, or if it has already been used to reset the password. If the link has expired, simply go through the process again to generate another email with a new link.

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