ShalilK Posted October 31, 2017 Share Posted October 31, 2017 Hi, Users are unable to reset their passwords via self service. The password reset e-mail is generated. On selecting the 'confirm password reset' URL, the reset password screen appears. On submission of the 'new' and 'retype' passwords the error "Error Invalid or unknown password reset request" is displayed (see attached screenshot). This was working yesterday without issues. Any idea why this is now failing? Regards ResetPasswordError.docx Link to comment Share on other sites More sharing options...
Guest joaquin Posted November 6, 2017 Share Posted November 6, 2017 Hi ShalilK, It is possible that the user has the selfservice instance locked. Can you check if it is locked? To check that, please open the customer form of the person who is trying to reset the password from supportworks client. Then go to the Service Desk Access tab. Link to comment Share on other sites More sharing options...
Victor Posted November 10, 2017 Share Posted November 10, 2017 @ShalilK this thread was created in Supportworks section hence @joaquin reply... To answer your query, the message you see can be as a result of the reset token expiring. By default, the reset token is valid for 24 hours, unless the setting was changed. When was the password reset URL generated and when was the action actually performed? Link to comment Share on other sites More sharing options...
AmyW Posted March 28, 2022 Share Posted March 28, 2022 I have tried to reset my own password and I get the same message, I have tried to reset my password within seconds of the password email being generated Link to comment Share on other sites More sharing options...
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