Handling "Forgot Password" Issues in the Portal

When an external user reports not unable to use the "Forgot Password" feature in Publisher Portal, follow these steps:

1. Attempt to Reproduce the Issue

• Test the "Forgot Password" flow using a test account to verify whether the functionality is working as expected.
• If you cannot reproduce the issue and the feature appears to be functioning correctly, proceed to Step 2.

2. Check for Email Delivery Issues

• Ask the user to check their Spam, Junk, or Promotions folders for the password reset email.
• Inquire whether any email filters or rules may have redirected or blocked the email.

4. Delete and Re-Invite the User (Last Resort)

• If all of above steps fail, delete the user account from Azure B2C by submitting an OTA ticket.
• After user account has been deleted, resend the invitation to recreate the account. User will have to go through the registration process again.
• Note: Use this option only if other troubleshooting steps fail, as it will require the user to go through the registration process again.