Forum Discussion

sdeng's avatar
sdeng
New Contributor II
5 years ago
Solved

Forgot password option not work

Hi,

I used to use SSO to do the logins to snaplogic, but now I was added to another org, then I cannot login to any of the org now. I got this error:

I want to try to use the username/password to login. But I don’t have a password for my account, so I tried the forgot password option. I’ve tried this option for a couple of times. But I won’t get any email to reset the password. Can anyone help with it? Or tell me what should I do?

Thanks,
Susan

  • akidave's avatar
    akidave
    5 years ago

    If SnapLogic login is disabled for the user account, only SSO login is allowed, then forgot password will not send an email with the reset link. For security reasons, to avoid disclosing whether a user account exists, there is no error message to indicate that the email is not being sent.

    If the account is still locked out, do reach out to support@snaplogic.com to help investigate further.

10 Replies

  • akidave's avatar
    akidave
    Employee
    5 years ago

    See the note at the bottom of SnapLogic SSO. A user can belong to multiple orgs and still use SSO. Enabling this requires that all the orgs the user belongs to be configured to use the same Identity Provider. Without this restriction, there is no way to ensure that the user logging into one org through SSO has been authorized for access to the second org.

    In this case, the fix would be to ask the org admin for the second org to configure SSO, with the same details as used for configuring the first org.

    • sdeng's avatar
      sdeng
      New Contributor II
      5 years ago

      Right now, I do not have admin access. Why cannot I get the reset password email when I try the forgot password option?

      • Supratim's avatar
        Supratim
        Contributor III
        5 years ago

        @sdeng You can check in your junk mail box, sometimes it comes there.

  • pnarayan's avatar
    pnarayan
    Admin
    5 years ago

    Hi there. You would have to to get taken off one of those orgs. Probably the one where you are manually added.

    • sdeng's avatar
      sdeng
      New Contributor II
      5 years ago

      But I need to work on both of the orgs. I have to keep both. Is there a way to fix this?

      • pnarayan's avatar
        pnarayan
        Admin
        5 years ago

        Hi Susan - I dont believe you can keep both. It would violate security standards. I would create a ticket with support. They may have a better answer.