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"Unable to reset password" Error Explained

Understanding the password reset function

This Article Applies To:
Impact Edition Pro Edition Team Edition Legacy Edition


How to reset an account's password

The Centercode platform offers two methods to reset account passwords. 

  1. User may trigger password reset from your Centercode implementation's homepage:
Image from Gyazo
This is what the resulting email will contain:
Image from Gyazo


2.   Administrator (with Manage Users Role enabled) may trigger password reset via the Community level's Knowledge Base search bar: 

Image from Gyazo

User is Unable to Reset Password

This occurs due to the following:

  1. Password reset email has been already accessed
    • The password reset link can only be clicked once. Subsequent clicks will show the error: 

      "User is unable to reset password".

      User email address may be under a layer of network security that's previewing or accessing the password reset email, resulting in it being invalidated. 
  1. Password reset email has expired 24 hours after request
  2. Multiple password reset emails have been triggered
    • Each password reset email triggered invalidates the previous. If multiple password reset emails have been triggered, only access the newest one.


-User must have an account with the requested email address in order to receive the password reset email.

-For security purposes the system will always say an email is being sent, even if there is no account with that email address.