SAP Knowledge Base Article - Public

2591610 - User Credentials Could not be Verified


When an user clicks on "Forgot Password" in the SFSF Login Page, he/she gets an email with subject SuccessFactors Login Help Request: User credentials could not be verified.

Image/data in this KBA is from SAP internal systems, sample data, or demo systems. Any resemblance to real data is purely coincidental.


SAP SuccessFactors HCM Suite

Reproducing the Issue

  1. Goto SFSF login page   
  2. Click on Forgot Password - Correct Username/Email  is entered
  3. Gets email with subject SuccessFactors Login Help Request: User credentials could not be verified. 

Reset PWD.png


The unexpected email usually is sent when system found multiple users with same email address.


Clean up all those duplicate email address, then the user would retrieve the username as expected.

See Also

2088527 - Passwords: How to Reset User Passwords Individually or Globally - Platform


reset password, email notification, , KBA , LOD-SF-PLT-PWD , Password Policy Settings & Reset Password , LOD-SF-PLT-NOT , Email Notifications , Problem


SAP SuccessFactors HCM suite all versions