SAP Knowledge Base Article - Public

2696711 - Unverified Login Help Request notification not triggered

Symptom

  • I tried to reset my password using email address but failed to received the email.
  • "Unverified Login Help Request" email notification is not sent or received.
  • Users can't reset my password.

"Image/data in this KBA is from SAP internal systems, sample data, or demo systems. Any resemblance to real data is purely coincidental."

Environment

  • SAP SuccessFactors HCM Suite
  • BizX Platform

Reproducing the Issue

  • Admin Center > Email Notification Templates > "Unverified Login Help Request" is by default hard coded to enabled.
  • The same email address is associated with multiple users in the system.

1. Go to SFSF login page 
2. Click on Forgot Password - Enter Email Address
3. Expected results: Gets email with subject SuccessFactors Login Help Request: User credentials could not be verified. 
4. Current behaviour: Email is not received and we cannot reset the password.

Cause

  • 'Unverified Login Help Request' is always enabled in Email Notification Templates Settings and is not editable.
  • In the backend, this data could be overwritten to 'disabled'.
  • Our Engineering Team are aware of this.
  • There is already a request to remove the hard-coded logic of enabled template, and show the real information in frontend.

Resolution

  • As a work-around, should you experience this issue and require for the notification to be re-enabled please open an incident with Customer Support.
  • With customer approval, we can request Engineering team to enable the feature manually in the backend by running a script.

See Also

2589676 - User is getting credentials could not be verified email when resetting password through email link

Keywords

Unverified, login, email reset, password, notification, disabled, e-mail, PLT-72679, PLA-6046 , KBA , LOD-SF-PLT-NOT , Email Notifications , LOD-SF-PLT , Foundational Capabilities & Tools , Problem

Product

SAP SuccessFactors HCM Suite all versions