SAP Knowledge Base Article - Public

2601908 - Candidate does not receive the forgot password e-mail notification from the career site

Symptom

Candidate does not receive a password reset email when trying to log in to their candidate profile

Environment

SAP SuccessFactors Recruiting Management

Reproducing the Issue

  1. Candidate accesses the career site but is unable to log into their profile
  2. Candidate clicks on 'Forgot Password' link and enters their email address
  3. No e-mail is received by the candidate

forgot password.png

Cause

The candidate had two candidate profiles in the system that were merged by the company admin, leading to confusion over their correct User System ID.
or
The candidate simply changed their contact email and attempts to use this new email in the reset password box

Resolution

The candidate should enter their User System ID into the Forgot Password section. If the customer has the option "Use email as external applicant user ID" configured in provisioning, this will be the email address the candidate used when creating their profile. This is the "primary email" which will never change, not necessarily their "contact email" address which can be changed at any time. (For more information see KBA 2157574 - Primary Email Address Versus Contact Email Address - Recruiting Management.)
The forgot password notification will then be sent to the candidate's contact email.

See Also

2296636 - Email Notification Not Received by Candidate - Recruiting Management

Keywords

Primary E-mail, Forgot Your Password , KBA , reset password , password reset email , LOD-SF-RCM , Recruiting Management , LOD-SF-RCM-EML , Recruiting Emails and Notifications , Problem

Product

SAP SuccessFactors Recruiting all versions