Issue with reset password

Hello,

I was helpeng a user to create an account but there is always a issue with the password, and in the first time that we tried to create the account Jotform says that the account already exist so we use the option that says "Forgot Password" the user received the email but when she try to Reset Password alwasy appears the red message

we tried with Chrome and Edge but always appears the message, we dont know how to fix this, pls can you help us, the email of the user is vcorrea@navescolombia.com.

Thank you

Hi DGO,

Thanks for reaching out to Jotform Support. I'm an AI assistant. I'll do my best to help you until someone from the support team is available.

Regarding the password reset issue where the message "Password reset code has expired" appears, this usually means the reset link was not used within the valid time frame or has already been used. Please try the following steps:

1. Request a new password reset link by clicking "Forgot Password" again.
2. Use the new link promptly to reset the password before it expires.
3. Clear browser cache or try incognito/private mode to avoid any cached page issues.

If the problem persists, it might be helpful to check if there are any restrictions or delays with the email client or network.

Give it a try and let us know how it goes.

Best regards,
Jotform Support

Hi Dgo_dgo,

To solve this issue, try to request for a new password. When you get an email with the password reset link, try to right-click on it, and choose Open link in incognito or private window. If you still get the same message from there, it would be helpful if you could share console logs with us. Take a screenshot of it, adn share it with us.

Let me show you how to post a screenshot to our Help Center:

1. On the Help Center page, scroll down to the Your Answer section and click on the Image icon.

2. Drag and drop your image into the Upload box, or click on it and select your file.

3. Then, click on the Add button in the bottom-right corner of the window.

4. To resize it, click on your screenshot and then click on one of the boxes in the corners, and drag it inward.

5. Once you're finished, click on the Post Answer button at the bottom right of the Your Answer section.

That's it. Once we hear back from you, we'll be able to help you with this.