IMPORTANT: The information in this article is relevant to Higher Logic-managed accounts only. If your account is integrated with an AMS/CRM database, you should only ever manage user passwords in that external authoritative database.

The tips in this article serve to assist Super Admins if they encounter the following issues when managing passwords for their community users:

• Users are not receiving the system-generated password-reset email messages
• The system is delivering the messages but users claim they do not see them in their inbox

Access the Reset Password page

Super Admins can reset user passwords on the following Higher Logic community page:

• https://[tenant_domain]/higherlogic/security/resetpassword.aspx

NOTE: Be sure to replace [tenant_domain] with your community's exact name, as shown below.

EXAMPLE: https://demothrivesite.connectedcommunity.org/higherlogic/security/resetpassword.aspx

Each Higher Logic site has a dedicated password-reset page:

Troubleshoot - undelivered password-reset email messages

If a user is encountering issues receiving password-reset email messages/links, start by checking their sent history to see if the user has been blocked:

NOTE: Higher Logic automatically puts a block on a user after multiple failed attempts to reach a user's inbox.

1. Access the Admin interface.
2. Navigate to Admin > Email > Email Management > Sent History.
3. Enter the user's email address and click Submit.

If their email status displays Blocked, refer to the troubleshooting tips below.

Tips for blocked users

• Navigate to Admin > Email > Email Management > Delivery Management and check the details of the bounce error messages. From here, you can look up the user’s email address to view their bounces, and then click view details to see the bounce error. This information may help you resolve the issue.
• Have the user follow our Allowlist instructions. This will ensure emails sent from your community are recognized by the user's email service provider.
• After the above are confirmed, you can remove the block from the user by going to the Sent History page as you did earlier and clicking Remove block for the user's record.

Troubleshoot - user cannot locate email message

If you have verified that the system has delivered a password-reset email message but the user cannot locate it, have the user

• check their inbox spam/junk folders.
• reach out to their IT administrators and email service provider to determine whether any security measures could be blocking our email messages.

If these measures don't resolve the issue, create a case and our Deliverability Team will assist you.

Related articles

See Manage your Password Policy for information on how to:

• enable and disable your site's password policy,
• configure password requirements, and
• test passwords to ensure that the validation works as expected.