¨Password reset is not allowed in the user's current status" for a new account

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¨Password reset is not allowed in the user's current status" for a new account

L1 Bithead

A new user for the support portal created a PAN account and received the activation mail and clicked the link.

User now receives the message "You account is now activated".

User forgot the password he set. When he now tries to use the password reset functionality and enters the newly created account's email address and Captcha Code the page responds with: ¨password reset is not allowed in the user's current status".

 

How can we reset the password?

Thanks!

3 REPLIES 3

Cyber Elite
Cyber Elite

Hello

 

Have you considered deleting the account from the CSP account and re-creating it for the user?

 

 

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Cyber Elite
Cyber Elite

@daubsi,

You'd need to open an admin TAC case so that they can reset that on the backend; or as @SCantwell_IM mentioned you could just delete the user and re-create them and have them go through the process again. 

L1 Bithead

Maybe I am doing it wrong... I just deleted the account from my support account's landingpage via "Manage Users"->"Delete Users" and then "Add user to account". The user did not receive a new activation mail. Also I had no option to specify a password anywhere at all. Am I trying to do this in the wrong place? Thanks

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