Troubleshooting Issues with Resetting Password in coreFORCE

If your staff or customers are having trouble resetting their passwords, there may be a few reasons:

1. Reset Password links expire after 30 minutes.

   • Solution: Have the customer go through the "forgot password" process again for a new link.
      
2. You have to use the same device where you requested it from. This is to protect against potentially compromised accounts and provide better assurance that the person changing the password is the person who requested the password change. 
    
   • Solution: Depending on your permission levels, you can go to Tools > Logs > Security to verify whether the IP address the customer is using is the same for both the reset password link and the request for a reset password link.
      
3. The customer never received the email.
    
   • Solution: Depending on your permission levels, you can go to Tools > Logs > Email and search their email address to verify which emails have been sent to the customer. If you have verified that the email was sent to the customer and they insist that they did not receive it, they may need to check their spam or junk email. We also have this article to help you analyze your email for problems: Solve Email Delivery Issues.