Most of the time when users report a password reset issue, they are not using the correct URL of their account. If a user is trying to reset a password using the wrong cluster or URL, they don't receive any email.
Last updated on
Oct 5, 2021
Issue
Password reset emails not being sent is one of the top call drivers for Tier 1 team.
We want to make sure that we identify the correct problem here. Follow the below steps to validate the issue. Escalate the ticket as necessary.
Solution
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When customers have this issue, make sure to get the exact URL they are using (not the domain). Check in BAMA their actual account and then have them try using their actual account.
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Most of the times customers use a bookmarked URL or a wrong URL which redirects them to a wrong cluster. Using the right account URL fixes the problem.
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If the previous steps don't help, Escalate the case to T2. They can do a splunk search for the email, to see if it is listed on the wrong cluster.
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At the end of the day, Akhilesh (SME) provides a daily update to Nick about the status of all such calls. We get this type of call daily, so report to Nick at the end of the day, how/what their issues were.
We are committed to helping reduce and eliminate this top call driver once and for all and we need your help in isolating this issue.
