MultiTrans - Password Reset link directing to standard log in page

Article Number:000020258 | Last Updated:3/10/2023 3:33 AM

Scope/Environment

Flow

Symptoms/Context

When users click the 'Forgot my password' link and enter their email address, they receive the password reset email. However, when the link is clicked, they are directed to the login page. This has been reported by both internal and external providers. Testing shows this can be reproduced if the email link is clicked more than once, but for some users, only one click can result in a redirect.

Resolution

Have you clicked the link more than once? Each emailed link is valid only once, so secondary clicks will not work correctly.

Alternatively, check with your IT department on their safe link security policy. It is possible that the link could be blocked, and may need to be added to the "allowed" list.

Root Cause

This can happen if the link in your email is clicked more than once, or if your security settings identify that link as a threat.

Reference

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