The following questions may be helpful when resolving password reset issues.
Did the learner receive the password reset email?
If not, have the learner confirm they are using the correct email. An admin can also confirm there is an account in the platform for the specified email. If the email is correct, have the learner check their spam or junk folder.
Are cookies enabled?
The learner must have cookies enabled. The Rievent Platform will present the learner with a pop-up if our system detects cookies are disabled.
Is the learner copy/pasting the reset code or free-form typing it?
Make sure there is not a leading or trailing space in the password. This can happen when copy/pasting a password.
Has the learner reset their password more than once?
If the learner has reset their password more than once, be sure they use the most recent password reset link.
Is the learner attempting to complete the password reset in the same browser session from which it was initiated? If so, how long is it from when they receive the token to the time they reset their password?
The password reset token will expire after 15 minutes or 3 tries.
Does the learner have any suspect browser plugins that might be compromising the reset session?
A browser plugin in the learner's local environment could possibly disrupt the password reset process.
Where is the learner located, at home, at work, in a larger institution?
If a learner is experiencing issues from their workplace, have them try at home or from a different WiFi network. Strict network firewalls and local security measures may cause an issue with the password reset process.
Has the learner switched computers or locations?
A network disruption along with an IP change could cause an issue with the password reset process.
Does the learner's environment include measures that would make their browser session or IP address unstable?
If the browser session is dropped after requesting a password reset token, the password reset process may not work.
Is the learner using "Private" browsing mode or a VPN?
These variables may detach the browser session from the time the password reset was initiated to the time the reset code is entered and submitted.