3794152 - Password Reset Email Not Received After Selecting "Forgot Password" or Triggering Password Reset from Manage User Application in SAP Traceability Hub

Password reset email is not received by the customer or partner user after selecting Forgot Password in the SAP Traceability Hub (TH) Portal or after manually triggering a password reset from the Manage User application.

Symptoms include:

• Newly created Admin users or Standard users do not receive the password reset email.
• Password reset emails are not received when:
  • The user clicks Forgot Password on the login page.
  • An administrator triggers a password reset through the Manage User application.

SAP Traceability Hub (TH)

Password reset emails are generated through the standard SAP Identity Authentication Service (IAS) notification mechanism and are sent from the email address:

ias@notifications.sap.com

In some customer environments, emails from this sender may be filtered or blocked by the organization's email security policies and classified as:

• Junk Mail
• Spam
• Quarantined Messages
• Deleted Items
• Archive Folder

As a result, the password reset email is not delivered to the user's inbox.

1. Verify all email folders, including:
   • Inbox
   • Junk/Spam
   • Deleted Items
   • Archive
   • Quarantine (if applicable)
2. If the email cannot be located, contact the organization's IT or Security team and request them to:
   • Check email filtering policies.
   • Whitelist or unblock emails from ias@notifications.sap.com.
   • Release any quarantined emails from this sender.
3. After the sender is whitelisted or the email is released, trigger the password reset process again.
4. Once the password reset email is received, follow the instructions in the email to reset the password and access the application.
5. If the issue persists after completing the above steps, create an SAP support incident for further investigation.

Password Reset, Forgot Password, Manage User, IAS, Identity Authentication Service, Notification Email, SAP Traceability Hub, ias@notifications.sap.com, Email Not Received, Spam, Junk Folder, User Access, Login Issue , KBA , IS-LS-TH-OBT , SAP Traceability Hub Onboarding Issues , Problem