Employee not receiving Forgotten Password Email – Ciphr

ISSUE

“Unable to reset password”

“Password reset email not being received”

“Password invalid – unable to log in”

“Password email has no link”

ENVIRONMENT

Ciphr HR

RESOLUTION

If the employee is not receiving or does not know how to change the password, the below guidance allows you to troubleshoot and fix.

Troubleshooting:

1 - Make sure the employee's email address is populated. This is located under Personal Data > Personal Information > Personal Details > “Employment Details” tab > ensure the “Contact Email Adress” is populated:

2 – Check the System Settings and System Configuration to ensure all fields related to emails are populated.

System > System Configuration > System Settings > “Configuration” tab. In this area, please review and populate the below fields:

HR Email address – Used as the sender of Username change field for example

Email Verification From Address – Used as the sender of confirmation emails for example

Using Email? – Please switch this on if you would like emails sent from Ciphr

Email Change of Password? - Please switch this on if you would like password emails sent from Ciphr

System > System Configuration > System Configuration > Filter “Group Name” to “Verification” – The receiver of verification emails where the setting is set to “HR Only” and Multi Level Verification is disabled

If the above is all set correctly, we recommend following one of the two below methods to reset the password:

1 – Ask the employee to navigate to the Ciphr HR login screen and select the “Forgot Password” link:

Once selected, the below form will appear. The employee will need to fill out all these details and continue through the process – All details must match those recorded in Ciphr HR:

2 – As an admin, login to Ciphr HR and navigate to the account settings page which is the 2 Cog icon in the navigation bar:

You will then be able to select the “Forget Password” button from the below form:

The below email will be sent to the employee:

This link will take the employee through to the below page where they are able to reset their password:

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