Candidate does not receive a password reset email when trying to log in to their candidate profile
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SAP SuccessFactors Recruiting Management
Reproducing the Issue
- Candidate accesses the career site but is unable to log into their profile
- Candidate clicks on 'Forgot Password' link and enters their email address
- No e-mail is received by the candidate
The candidate had two candidate profiles in the system that were merged by the company admin, leading to confusion over their correct User System ID.
The candidate simply changed their contact email and attempts to use this new email in the reset password box.
How to submit the password reset request
The candidate should enter their User System ID into the Forgot Password section. The forgot password notification will then be sent to the candidate's contact email.
If the customer has the option "Use email as external applicant user ID" configured in provisioning, this will be the email address the candidate used when creating their profile.
This is the "Primary Email" which will never change, not necessarily their "Contact Email" address which can be changed at any time.
(For more information, see KBA 2157574 - Primary Email Address Versus Contact Email Address - Recruiting Management.)
How can we find the Primary Email (User System ID) information
The Primary Email (User System ID) is displayed on the Candidate Profile page if defined.
(For more information, see KBA 2676324 - The primaryEmail Field Within the Candidate Profile - Recruiting Management.)
Admins can use the tool 'Manage Duplicate Candidates' to check the information.
- Go to Admin Center > Manage Duplicate Candidates > Manually Merge Duplicate Candidates tab
- Select 'External Candidate'
- Select 'Contact Email'
- Type the email address and search
- Check the Primary Email
Note: After resetting the password successfully, the candidate needs to sign in using the Primary Email.
2296636 - Email Notification Not Received by Candidate - Recruiting Management
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