IMPORTANT: Managing passwords as described in this article is meant for customers who are not integrated with an AMS/CRM; integration customers should manage their user passwords in that system.

The tips in this article serve to assist Super Admins if they're encountering the following issues when resetting passwords for their community users:

• Users are not receiving system-generated password reset emails
• The system is successfully delivering the emails 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 page:

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

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

Troubleshooting undelivered password reset emails

If a user is encountering issues receiving password reset emails/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.

Troubleshooting delivered emails that users cannot locate

If the system has successfully delivered a password reset email to a user but they cannot locate it:

• Have them check their inbox spam/junk folders.
• Have them reach out to their IT administrators and email provider to see if they have any security measures blocking our emails.

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