You can try this: Error Clicking the the Link in the Forgot Password Email. Error: You Cannot Reset your Password You Haven't Selected an Answer to Your Password Hint. Try the Following: Contact your Company's Administrator for Assistance.
Additionally, if you have the feature turned on, there is a way to "login" as a user and then you could set their "hint" for them, reset their password and then make sure upon their successful login that they set things up with their details.
Thanks for the reply, i've looked at that article but since the customer can't login we can't follow those steps.
how can i turn that feature on?
I had to raise a case with BMC and they raised it with Salesforce who were able to reset the password without asking the customer for their security question
thanks for your help
2 of 2 people found this helpful
Hi Everyone -
How are you trying to reset the password? Through the forgotten password Link?
If a new user tries to use the forgotten password link on the sales-force login , they WILL receive an e-mail with a link to reset there password, but when they click on the link , they receive this error message if the security question has not been set - i.e. a new user!
The system admin can just use this option on the user edit screen for the new user
to reset the password . This then sends an e-mail to the user which allows them to reset the password and allows the user to set the security question at the same time. [I did this this morning!]
Hope this helps!