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.

<supportagent>

Reset the password for your agent account (or create a new dummy account) for the brand's website to reproduce the issue.

• • If you haven't received the password reset email, refer to the article Emails Are Not Delivered.
  • If you have received the password reset email and after opening the link, the web page is not being rendered or displayed properly - elevate the issue to the PS team.
  • If you cannot reproduce the issue, reset the password for the affected user, and ask the brand to confirm.

</supportagent>

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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