SAP Knowledge Base Article - Public

2187244 - Users cannot reset the password using the link from "Welcome to SuccessFactors" e-mail

Symptom

Welcome e-mail notification link does not work and users are not able to set their 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 HXM Suite

Reproducing the Issue

  1. A welcome message notification will be sent to a newly added user with login permission
  2. User receives the notification and click on the Set Password link
  3. No reset password page appears and user is redirected to the login page

Cause

The Set Password URL has probably already expired.

Resolution

In order to solve this issue, you can trigger the e-mail to be sent again.

  1. From BizX Admin Center, search for "Send System Message Email Notification" or "Send User Welcome Email)
  2. Select "Send system message by user"
  3. Search for the affected user
  4. Thick the box on the left side of the Username
  5. Click on "Send System Message"

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To change the expiry settings, you can refer to the KBA 2266043

FAQ - Additional Information

Q) Where can I get information on this from the Guide?

A) Guide:Managing User Information

  Chapter:Resetting User Passwords as an Administrator

See Also

  • 3244381 Users unable to reset their password via link in the email notification
  • 2087503 - Email Notifications: Customizing Email Notifications Default Template Text - BizX Platform
  • 2658480 - New users cannot receive Welcome Email
  • 2087482 - Can Admins send the User Welcome Email or System Message Email in the recipient’s language or locale? - BizX Platform
  • 2087353 - Admin Tools: Send User Welcome - How do I send system message email notification? - BizX Platform
  • 2088530 - Passwords: Troubleshooting Forgot Password issues when Reset Password email is not received - Platform
  • 2088162 - How long does it take before the User Welcome Email or System Message Email Notification link expires - HCM Suite
  • 2087482 - Can Admins Send the User Welcome Email or System Message Email in the Recipient’s Language or Locale? - BizX Platform
  • 2266043 - How to set "Set Welcome Password' and 'Reset Password link" expiry (in days)
  • 2088527 - Passwords: How to reset user passwords Individually or Globally - Platform
  • 2087503 - Email Notifications: Customizing Email Notifications Default Template Text - BizX Platform
  • 2187244 - Users cannot reset the password using the link from "Welcome to SuccessFactors" e-mail
  • 2262566 - Is it possible to extend the expiration link period for welcome email notifications beyond 30 days? 
  • 2432323 - Sending a Welcome Message to New Users Created via Import
  • 2598816 - How to setup security question and answer for reset password - SuccessFactors Platform

Keywords

Welcome Email, Password, Reset Password, E-mail, Expiration, URL, Expiry, broken link , KBA , LOD-SF-PLT-NOT , Email Notifications , LOD-SF-EC-HIR , Hire & Rehire Wizards , Problem

Product

SAP SuccessFactors HCM Suite all versions