SAP Knowledge Base Article - Public

2087929 - Forget Password Notification - Troubleshooting Tips

Symptom

We are not receiving Forget Password notification while all other notifications work fine.

Environment

SAP SuccessFactors HCM Suite.

Resolution

  1. Make sure Forget Password email notification is turned on from Admin Center > Company Settings > E-mail Notification Template Settings
  2. Kindly also make sure the username v4admin has correct email address assigned: . SystemMessage@successfactors.com
  3. If "Reset Password using a URL accessed through an email link" is enabled under Admin Tools > Password & Login Policy Settings, then you should also enable the template "Reset Password Support Notification" under Admin Center > Company Settings > E-mail Notification Template Settings
  4. Check if user email notifications is not disabled from Admin Center > Update User Information > Change User Email Notification.
  5. If user is trying to trigger Forgot Password via email address, check if user’s email address is not mapped with multiple users in the UDF (Admin Center>> Update User Information >> Employee Export)

Additional notes:

  • Return address defined/stored in database has to be SystemMessage@successfactors.com. Username v4admin is responsible for holding the return address in customers’ instance.
  • System triggered message, like Forgot Password always uses v4admin, this is special user created when customer go live.
  • SystemMessage@successfactors.com is default value and is same across datacenters and between datacenters for customers.

Keywords

Forget Password, Reset Password, Notification, E-mail, email, link, URL , KBA , sf forgot password , sf admin tools , sf email notifications , LOD-SF-PLT-PWD , Password Policy/ Reset Password , LOD-SF-PLT-NOT , Email Notifications , How To

Product

SAP SuccessFactors HCM Suite all versions