Password reset email is confusing

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  • Idea
  • Updated 2 years ago
  • Implemented
The email that is sent after multiple attempts to reset user password is confusing. It indicates that we should be able to reset the password using email address, if we have forgotten the security question. However, when I click on the link it takes me back to the page that asks for the security question again, and still does not unlock the password. It also does not send an email with a password reset. 

When calling into RC support they requested the answer to the security question in order to be able to reset the password.

If the account is locked out for 60 minutes, the email should indicate that. If I can reset from the email, then clicking the link should do that. However, as it is worded now, it does not work that way.

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Jackson Keenan

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Posted 2 years ago

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Cecile Glassy, Champion

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06-13-2017 -  This is true - the email should be re-worded to indicate as Jackson Keenan states above.  The message sent to a user via confuses then, and causes us a new support ticket internally every time the user receives this RingCentral message. This causes an unnecessary load on our internal IT staff - with over 2000 users - yes we ask for a better wording as well.
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Mike, Official Rep

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Just letting you all know we are already taking a look at the Password Reset instructions and we'll try to improve both the email as well as our related Community and KnowledgeBase articles.

Mike 
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Cecile Glassy, Champion

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06-13-2017 Thanks for that update Mike. At my organization, I am tasked with consolidating the procedures and directions for all password reset functions across the organization - with all our inside and outside (vendor portal) usages.  As we have spent about 6 months reviewing and refining this process, I am interested to discover if your lockout/reset procedure can be completely bypassed by using SSO with Google Gmail Account logins. If this is possible, that is what we are going to use for the RingCentral procedure. We have already moved as many of the database logins and webportal logins with vendor portals to SSO with Google's Gmail Login and this part is working well for us.  
(Edited)
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BISHOP

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Yes, this is poor functionality. The link in the email shouldnt just take you to the page that then asks for your security question again - that defeats the purpose - the security question is locked out so that link is worthless as it currently sits. It should take you to another page with an alternate method of resetting the password that does NOT require your security question.

That, and you should also allow admins the ability to manually remove the lockout on both password along with the lockout on ability to reset via security question.
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Mike, Official Rep

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Official Response
For anyone who would like to see a simpler process please continue to vote and comment.  In the mean-time, we've created this Community thread to further explain the process.

How do I Reset My Password?