topic Re: Password Reset not Working in Account & Settings

Password Reset not Working

MSHeiß — Fri, 21 Feb 2025 12:40:25 GMT

I have a Problem im Super Admin and Administrator for our Company. I want to reset the password from a user account but when i press the button for resetting the account password no email is sent from hubspot...i already checked Exchange online no emails from hubspot are there....anybody who can help?

Re: Password Reset not Working

FarioConsulting — Fri, 21 Feb 2025 14:56:02 GMT

Hi,

Could you try to add

hubspot.com

to your email allowlist and see if it helps solves the problem

Hope this helps!

Cheers,
Harsh
Fario Consulting

Re: Password Reset not Working

MSHeiß — Fri, 21 Feb 2025 14:59:15 GMT

That will not help....If i try to reset my own password with the button forgot password its working. The users i try to reset the password were deacitvated for a few month. I activated the user again and tried to reset Password no Email will be send. That must be a bug on hubspot side.

Re: Password Reset not Working

MSHeiß — Mon, 24 Feb 2025 07:39:25 GMT

Password reset is working for accounts that were not deactivated......its only not working when an account was deactivated before.

Re: Password Reset not Working

karstenkoehler — Mon, 24 Feb 2025 07:42:26 GMT

@MSHeiß just to confirm the potentially obvious: have you since re-activated the user accounts?

Re: Password Reset not Working

MSHeiß — Mon, 24 Feb 2025 07:46:27 GMT

Yes sure the accounts are reactivated.....No E-Mail is coming in our Exchange...Like i said before when the user was not deactivated before password reset is working. Was the User once deactivated and reactivated no E-Mail is send by hubspot for password reset.

Re: Password Reset not Working

MSHeiß — Tue, 25 Feb 2025 13:06:54 GMT

Any News here?

Re: Password Reset not Working

SVollweiler — Thu, 20 Mar 2025 20:05:53 GMT

My organisation noticed this problem in our HubSpot system on 4 March when one of our (external) users reported it and our testing reproduced it. Our local HubSpot partner agreed it was an issue and reported it to HubSpot but has had no useful response from HubSpot, so yesterday they were able to implement an interim fix for us which will allow users to use the password reset request link on the login screen. Our partner has left the ticket open with HubSpot as we still need the back-end to be fixed.

Re: Password Reset not Working

MSHeiß — Thu, 27 Mar 2025 09:06:40 GMT

Hi SVollweiler,
thanks thats the same Problem we have and its still not fixed yet....

Re: Password Reset not Working

SVollweiler — Thu, 27 Mar 2025 19:34:28 GMT

Thanks. HubSpot gave our partner a solution to test a couple of days ago, but it failed their test so we're still waiting for the proper fix.

Re: Password Reset not Working

MMiller33 — Tue, 22 Apr 2025 12:51:34 GMT

Did you get any solution to this? Im having the same issue. Ours went updetected up until the begining of the month because we havnt needed a password reset since febuary for our customers and im getting no where with support.

Re: Password Reset not Working

SVollweiler — Tue, 22 Apr 2025 20:52:34 GMT

We're still waiting for a fix from HubSpot, but I believe our partner's workaround is working. Our partner has left their ticket open with HubSpot.

Re: Password Reset not Working

MMiller33 — Thu, 24 Apr 2025 11:41:45 GMT

By any chance can you tell me what the work around is or the basis is? Ive tried several things test emails, trying to copy links ect. The only workaround ive found to slighly help is comepletly reseting profiles which isnt sustainable.

Re: Password Reset not Working

MSHeiß — Thu, 24 Apr 2025 11:52:44 GMT

Hi we dont have a fix till now and this topic is really getting old....

Re: Password Reset not Working

MMiller33 — Thu, 24 Apr 2025 12:00:57 GMT

I appoligize for the extra comments on your thread im the only techie person at the company and im just scrambling for anything to even slightly fix this last reply from me i promise unless i find a fix for everyone to use.

Re: Password Reset not Working

kennedyp — Thu, 24 Apr 2025 22:46:58 GMT

Hey @MSHeiß! I am sorry to hear you are still struggling with accessing your account.

I'd like to share the steps to reset another user's password.I recommend attempting these steps in an incognito or private browsing window.

If those steps still don't send an email, could you DM me the email address of the affected user so I can take a look on our end? 😊

Re: Password Reset not Working

CLTower — Tue, 08 Jul 2025 18:06:15 GMT

We are having the same issue with just one user. Has anyone come up with a fix or a work around even?

Re: Password Reset not Working

BérangèreL — Mon, 14 Jul 2025 09:54:03 GMT

Hi @CLTower and welcome!

Thanks for reaching out to the HubSpot Community!

I am sorry to hear about your issue with the password reset.

I'd like to share these resources with steps that might help you:

- Reset user passwords
- Troubleshoot login issues
- Additional login help

Also, if you are still seeing this behavior, I would recommend that, you or another HubSpot user from your account, connect with HubSpot Technical Support, as Support is included in your subscription and they will be able to provide real-time assistance for this matter, including hopping on a screenshare if necessary.

Thanks and have a great day!
Bérangère

Re: Password Reset not Working

SVollweiler — Mon, 25 Aug 2025 03:17:24 GMT

We recently ran into an issue where password reset emails were failing due to the default domain settings in HubSpot. If you have multiple domains in your HubSpot - for example, one with SSO enabled and another without, please check your default domain configuration.

In our case, the default private content pages were pointing to the SSO-enabled domain, which overrode the settings for individual domains. Updating the relevant pages to use the non-SSO domain resolved the issue.