User can not reset his passwort for Hipchat

[Tobias Arendt]

Hi,

one of my team members forgot his password and is now stuck in a loop where he is unable to set a new working password.

1. User clicks on "forgot passwort"

2. User opens E-Mail and clicks on "Reset your Password"

3. User types new password on the opend Site

4. Website asks user to login, he uses E-Mail and new password

5. Error Message stating E-Mail or password is invalid

...repeat

I also tried deactivating and reactivating his account, but the cycle stays more or less the same.

Any suggestions on how to deal with that?

[Syahrul]

Hi Tobias,

I suspect that the user still hasn't activated the account yet which is the reason to why the user is unable to log in. Please reach out to support to assist on this issue further as support need to check if the user did receive the activation email or not.

Thanks,

Syahrul