Cannot Reset User Password

Overview

A user cannot log in and you are unable to reset the password for them, encountering one of the following symptoms:

• The password reset webpage is not displayed properly or the user is re-directed to the main page of your website when clicking on the link in the password reset email.
• The password reset email is not received.

Solution

Submit a request to Symphony Support, including the email of the affected user and the details of the issue you are encountering when trying to reset the password.

Testing

Try resetting the password for a consumer again - they should receive a password reset email, open a link, and set up a new password.

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