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Kgastaldo
Kgastaldo
Helper ⭐️⭐️⭐️
February 24, 2021
Solved

Token Invalid Password Reset

  • February 24, 2021
  • 6 replies
  • 148 views

I’ve had 3 members this week tell me they get “token invalid” when trying to reset their password. Why would that error occur when they are going immediately to reset it?

    Best answer by tom.shaddock

    Hey @Kgastaldo so this sounds like there’s some security software on these users’ inboxes thats stripping the ?token= parameter from the url bar. For example I do know that customers have reported that security software by Mimecast has been known to cause this issue - i’d advise you ask these users to contact their IT department to see if they’re able to put in a whitelist for the email notifications coming from your community? It seems that some security software doesn’t like the fact the platform submits this ?token=  in the url as it thinks it’s either some form of attack or a vulnerability (when in fact it’s neither).

    6 replies

    tom.shaddock
    tom.shaddockAnswer
    Gainsight Employee ⭐️⭐️
    February 25, 2021

    Hey @Kgastaldo so this sounds like there’s some security software on these users’ inboxes thats stripping the ?token= parameter from the url bar. For example I do know that customers have reported that security software by Mimecast has been known to cause this issue - i’d advise you ask these users to contact their IT department to see if they’re able to put in a whitelist for the email notifications coming from your community? It seems that some security software doesn’t like the fact the platform submits this ?token=  in the url as it thinks it’s either some form of attack or a vulnerability (when in fact it’s neither).

    Kgastaldo
    KgastaldoAuthor
    Helper ⭐️⭐️⭐️
    February 25, 2021

    I’ll pass that along, thank you!

    Daniele Cmty
    Daniele Cmty
    Helper ⭐️⭐️
    May 17, 2021

    Hi, are there any updates on this? 

    @Kgastaldo did that turn out to be the right solution? 😊

    Kgastaldo
    KgastaldoAuthor
    Helper ⭐️⭐️⭐️
    May 17, 2021

    I’ve suggested this to users, but mostly I’ve just been changing their password in the mod console and having them update it after they’ve logged in. Not the prettiest solution, but going fine!

      Daniele Cmty
      Daniele Cmty
      Helper ⭐️⭐️
      May 17, 2021

      That’s a much quicker solution!
      I think it’s a bit prettier than having to contact the IT department 😬
      Thanks ! I’m having the same issue with a user and I’ll do it like that.

        Kgastaldo
        KgastaldoAuthor
        Helper ⭐️⭐️⭐️
        May 17, 2021

        Yep - I get the impression they don’t bother to talk to their IT a lot of the time. Once they’re back in the community, they can just change the password from their profile. 

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