Troubleshooting Password Reset Issues

When the EmOpti Platform is configured for EmOpti authentication, usernames and passwords are managed within the EmOpti Platform. In this configuration, passwords must be changed every 90 days. There are two ways in which a user can update their password:

• From the User Workspace by clicking on the User Details icon in the lower left corner and selecting Change Password. Note - this requires the user to know their password and have an active (not disabled) account
• Having an administrator with appropriate permissions reset their password. This will send an email to the user with a link to set a new password. Note - if the user’s account has been re-enabled, the user will automatically receive a password reset email. 

There was a problem changing your password

If the user sees this message when trying to set a new password, this typically indicates one of the following issues:

Trying to use a password that has been previously used

This is the most likely scenario. In this case, the error message will look something like the following and references that the password cannot be reused.

The Username or Current Password is incorrect

In this case, the error message will look something like the following and reference that the username or password is incorrect.

When clicking on the link from a “Reset your EmOpti password” email, if the username entered matches a different user account and that user account is disabled, the error message will look something like this.

Clicking on a link from an outdated “Reset your EmOpti password” email 

If an administrator has reset the user’s password more than one time (which sends more than one Password Reset email), and the user clicks on the link from the older email, the error message will look something like this.

Please reach out to an EmOpti Support Representative if you need assistance.

Your password reset link has expired

If the user sees this message after clicking the link from the “Reset your EmOpti password” email and entering a new password, the link from the “Reset your EmOpti password” email has expired. The link is valid for 24 hours from the time it is received. Contact your administrator, or an EmOpti Support Representative to have a new password reset email sent with a new link.

Please reach out to an EmOpti Support Representative if you need assistance.

Clicking the Create New Password button in the email goes to an incorrect website

If the user is taken to a page that does not allow them to enter their new password, have the user right-click the “Create New Password” button in their email and “Copy Hyperlink”. Have the user open a web browser and paste the copied hyperlink into the web address field. This should open the Create New Password page, and allow the user to complete the password reset process.