User unable to reset password / This user does not have a password reset token.

Occasionally, a user is unable to access their account and encounters an issue where the I forgot my password on the login screen. This is typically because:

• The password reset email is not received

• The password reset email is received, but the reset password screen is not functioning properly

Send Reset Password Link

Typically, a Client Admin should be able to send them a password reset link by following the below steps:

1. Login to the environment.

2. Navigate to User Manager.

3. Search for the user within User Manager and select the dropdown menu.

4. Select Reset Password then click Go.

5. A Reset Password Link should be generated. Copy this link to your clipboard and send it to the user.

6.  The user should be able to use this link to reset their password and login.

This user does not have a password reset token.

If the Reset Password Link is unavailable, a Client Admin will receive the message: “This user does not have a password reset token.” and will not be able to send the user a reset link.

If a user does not have a password reset token, the password reset link may be initiated by following these steps:

1. Copy the user’s email address.

2. Either logout from the environment or open up a new Incognito/Private browser window. 

3. Navigate to the environment’s login screen but DO NOT login.

4. Select I forgot my password.

5. Paste the user’s email address in the field and click Send password reset link.

6. Go back to the login screen and login using your Client Admin account.

7. Search for the user within User Manager and select the dropdown menu.

8. Select Reset Password then click Go.

9. The Reset Password Link should now be present and can be sent to the user.