Possible queries:

The password reset link does not work

The password reset link is invalid.

Clicking the link redirects to login page and there is no option to reset the password.
We're sorry!

Resolution path:

  • The agent password reset can be done only using the link delivered to the agent/user's email address. You can suggest the user trigger a new reset email or trigger one from our end. Please follow the steps mentioned in this article.

    If the issue still persists:
  • Validate the account URL for which they are trying to trigger a password reset for their login.  

  • Verify if the agent email for which this is being tried is present in the account as an agent. Navigate to the accounts page in DevOps > Click on Agents button > Verify if the email is present (look for any spelling errors). If the email is incorrect or not present, this can be informed to the user and they can have this checked with their Account Admin.

  • There are two ways to check if the email is added properly:
    1. If the agent email is present and the Organization Admin cannot find the user in their Freshworks Org Page under the Users tab.

    OR

    2. Check if the user email is present in the Org using HODOR bot in Slack. You would need the Organization URL and the region of the account (it would be of the format domain.myfreshworks.com or domain.freshworks.com)

    If the user is not present, you will get the response as shown below:
    If this is the case, an L2 ticket can be raised so that we sync the user details, post which the password reset process can be resumed.

  • Check if the agent's account is locked. To unlock it,  an email will be sent to the user with a link to unlock the account immediately. Even otherwise, the account will be automatically unlocked after 2 hours. Please refer to this article for more details. Post unlocking, they should be able to reset their password.

  • If the error - "We're sorry!" is shown as in the screenshot below, you can check

    1. if the error persists when tried from an incognito window, ensure this is not a browser issue,and check the
    same from a different browser/ different network and with VPN On/ Off.

    2. if you are able to replicate this in your test instance in the same region or any other region or if other customers are reporting this - to check for the possibility of a regional/global downtime respectively. If that is the case, you can wait for further information in your regional slack channels for details on the downtime.

    If it is isolated for a particular agent in the account, you can request a HAR file and a video grab and raise an L2 ticket to have this checked further.