Password Reset Email Is Resetting for Wrong Instance or Account

A document by KCS Integration on behalf of Emma Guth on Mar 15, 2019Last modified by Roxann McGlumphy on Mar 18, 2019
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Issue Description
When you enter your email to reset your password, the password reset link isn't working for the instance you are trying to get into.

 

Issue Resolution
Make sure you enter your user ID login in the "Email" box when requesting a password rest link. This is not necessarily your email address, but rather the user ID you use to log in to the instance, which is formatted like an email address.

 

login screen.png

 

 

An admin of your Marketo instance can verify your user ID login for you by navigating to Admin > Users & Roles and checking the value in the "Login" column.

 

Screen Shot 2019-03-04 at 10.41.10 AM.png

 

 

 

Who This Solution Applies To
Customer who have a user ID that is different from their email address

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