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Customer Portal - Users are not receiving reset password email
I could use some assistance. We have a SalesForce customer portal and in a number of my orgs, the reset password email is not being sent to the users, either via the Forgot Password link or the Admin Reset Password button in User tab. The Forgot Username email works as expected though. The Forgot Password flow works fine in some of my other orgs and as far as I can tell, all settings are identical.
I have verified in Setup -> Email Administration -> Deliverability that Access Level is set to 'All email'.
In Setup -> Email Administration -> Test Deliverability, I have verified that I receive all 48 test emails.
In Setup -> Communication Templates -> Email Templates -> Forgot Password, I have tried the 'Send Test and Verify Merge Fields' and received the test email.
The Email Log File shows that all forgot password emails are being delivered and received (although they never actually make it to the inbox).
I am not sure if there is an issue with Site.forgotPassword() or if somehow the Forgot Password email template is not mapped properly to the Forgot Password workflow. I do know that the orgs that are having issues have the same managed package as the orgs that are working.
Not sure where to go from here?
Any help is appreciated.
I have verified in Setup -> Email Administration -> Deliverability that Access Level is set to 'All email'.
In Setup -> Email Administration -> Test Deliverability, I have verified that I receive all 48 test emails.
In Setup -> Communication Templates -> Email Templates -> Forgot Password, I have tried the 'Send Test and Verify Merge Fields' and received the test email.
The Email Log File shows that all forgot password emails are being delivered and received (although they never actually make it to the inbox).
I am not sure if there is an issue with Site.forgotPassword() or if somehow the Forgot Password email template is not mapped properly to the Forgot Password workflow. I do know that the orgs that are having issues have the same managed package as the orgs that are working.
Not sure where to go from here?
Any help is appreciated.
I am a bit concerned that the only way to get to these is an 'Edit' link next to the portal name as opposed to the section listed directly under that titled 'Set Default Email Templates for All Portals'. That does not seem to be intuitive in the least.
All Answers
Possible reasons:
1. Test Deliverability sends 52 test emails.
2. Some times, I have seen that it reaches Junk folder as well. So keep an eye on that folder.
3. If you have multiple email servers, try to receive emails on different server (service) than your regular email server.
- In my orgs, Test Deliverability specifically states that it sends 48 emails, all of which are received. I also tested this on an org that is working properly and 48 emails were received there as well.
- As of yet, I have received nothing in my Junk/Spam folders.
- This has been occurring for some time now in our production environment and we have many reports from customers, which use a wide variety of email services, not receiving their Reset Password emails. I have personally tried to have the emails sent to my Outlook, Gmail, and Yahoo accounts.
I have also tried removing the Merge Fields from the existing Forgot Password email template as well as creating a new Forgot Password email template.I am a bit concerned that the only way to get to these is an 'Edit' link next to the portal name as opposed to the section listed directly under that titled 'Set Default Email Templates for All Portals'. That does not seem to be intuitive in the least.
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