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When Users Request A Password Reset Email
When Users Request A Password Reset Email

Learn more about what happens when a password reset email is sent, and what users see on the password reset page of the website.

Jenn Norman, CAE avatar
Written by Jenn Norman, CAE
Updated over a week ago

Your website users have the ability to select "Forgot Password?" on the login page. This way, if they already have an account in your system, there's no need for them to create a new one. They can simply enter their email, reset their password, and get to business!

Here's what they'll see immediately after requesting a password reset:

Password Reset Emails

If the user does indeed have an account on your website, they will then receive an email, with a link to reset their password and be on their way.

If the user does not have an account on your website using the email address they have entered, the email they receive will look a bit different. It will let them know that an account does not exist for that email address and will give them a link to create an account. 

This allows for proper security measures since it sends this information to the email they entered instead of right on the screen, meaning that they need to have access to the email to receive this information. It also does not tell them any specific emails that are associated with accounts.

If your user does not receive any email, that is likely due to an email deliverability issue, a spam folder, or the user entering their email address incorrectly. Please first have them check their spam folder and ensure that they entered the correct email. If they have still not received an email, please contact us and we can look up their Novi email activity.


Password Reset Confirmation

When resetting a password, users are required to enter their password twice. This way, if they mistype the password once, they'll be alerted when the other entry does not match.

Password Requirements

As a user creates a new password, the requirements will display beneath the field so they know if their password needs to be altered. These requirements have been implemented to ensure strong account security.

Each requirement that hasn't been met will remain a faded gray.

Meanwhile, requirements that have been fulfilled will be checked off in green. In the example below, all requirements have been met except for "at least 1 number."

All requirements must be checked off before the user can move forward.

For help troubleshooting errors, check out the Common User Account Creation Errors article.

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