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 encounter the following issues when managing passwords for their community users:
- Users are not receiving 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 page:
- https://[tenantdomain]/higherlogic/security/resetpassword.aspx
EXAMPLE: https://demothrivedocumentation.connectedcommunity.org/higherlogic/security/resetpassword.aspx
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.
- Access the Admin interface.
- Navigate to Admin > Email > Email Management > Sent History.
- 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.