SAP Knowledge Base Article - Public

2856751 - The password reset hyperlink on a custom login page is misbehaving - SuccessFactors Platform

Symptom

  • The password reset hyperlink on a custom login page is not working as expected
  • User is asked for Company ID again, prompted an "Invalid Company ID" message or redirected to password reset for a different instance

Note: these troubleshooting steps only apply to instances with custom login pages. For clarification on what a Custom Login Page is, please refer to KBA 2088153.

Environment

SAP SuccessFactors HCM Suite

Reproducing the Issue

  1. Access the login page of your instance;
  2. Click on the password reset hyperlink (i.e. "Forgot Password");
  3. User is asked for Company ID again, prompted an "Invalid Company ID" message or redirected to password reset for a different instance.

Cause

It is likely that the URL configured in the HTML code of the Custom Login Page is pointing to a different and/or incorrect Company ID.

Resolution

Make sure to follow the below troubleshooting steps:

1. Access the login page of your instance
2. Right-click on the password reset/"Forgot Password" hyperlink and click on "Copy link address"
3. Paste the link address in any text editor. Make sure the link complies with the following format: https:///YourInstanceAccessURL/passwordhelp?company=YourCompanyID

    • YourInstanceAccessURL should be the main URL you use to access that same instance, such as https://performancemanager4.successfactors.com or https://hcm12preview.sapsf.com, for example;
    • YourCompanyID refers to the exact same Company ID you used to access that login page.

If you identify that the redirect URL is not following the above format or that any of the parameters (access URL or Company ID) are incorrect, the HTML code of your Custom Login Page must be corrected.

You can correct it by either adding the correct URL to the HTML code or by replacing it with "${FORGOT_PASSWORD}" (no quotes), which will add a hyperlink with label "Forgot Password?" pointing to the correct URL.

If you want to obtain and/or update the HTML code currently configured as the Custom Login Page of your instance, please ask your SAP Partner to do, or report an incident under component LOD-SF-PLT with your respective request.

See Also

2088153 - Login Page: Process for Creating and Updating a Custom Login Page - Platform

Keywords

custom login page, forget password, forgot password, not working, url, company id, "Enter your company ID and username", invalid company id, password change, reset password , KBA , LOD-SF-PLT-PWD , Password Policy Settings & Reset Password , LOD-SF-PLT-CLP , Custom Login Pages , Problem

Product

SAP SuccessFactors HXM Suite all versions