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Emailing passwords to end-users
Answer ID 552   |   Last Review Date 07/22/2019

Why can't our end-users have their passwords emailed to them?

Environment:

Contacts, Mailboxes
Oracle Service Cloud

Resolution:

The Email Me My Password feature on the end-user pages requires a Reply-To address to be set within the default mailbox that is configured for your site. If your default mailbox does not have a Reply-To Address defined, the end-user's password cannot be sent from Oracle Service Cloud.

To check the configuration of your mailbox(es), use the steps below:

  1. From the Site Configuration > Mailboxes > Service Mailboxes
  2. Right click on the mailbox name and select Edit.
  3. Input a Reply-To Address field.
  4. If blank, copy the value from the E-mail Address field and click Save.

Once the default mailbox has been configured with a reply-to address, go to your Login page on the end-user interface and test the Email Password feature.

Note: This feature will send for existing contacts only; where the customer had already accessed the end-user pages and had an account.


For additional information, refer to the 'How Mailboxes Work' section in online documentation for the version your site is currently running. To access Oracle Service Cloud manuals and documentation online, refer to the Documentation for Oracle Service Cloud Products.

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