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Support Article

Forgot password feature on the Login page does not work



Forgot password feature on the Login page does not work.

Error Messages

OTP expired

Steps to Reproduce

  1. Click the Forgot password button from the Login page.
  2. Provide the email ID.
  3. Enter the OTP received through the email and enter the new password twice .
  4. Click Submit.

Root Cause

A defect in Pegasystems’ code or rules


Perform the following local-change:

Perform the steps specified in the article to customize the Login screen:

Comment the following code related to 'forgot password' in 'Web-Login' HTML to remove the link from the Login Screen.

<!-- <pega:when java='<%= !isHybridClient && !isPegaElectronContainer %>'>
                               <div id="submit_row" style="padding-top:20px;color:#2C97DE;">          
                                 <a id="spnLoginFrgtPwd" style=" cursor:pointer;" onClick="clickForgotButton();">Forgot password?</a>
                                <div style="visibility: hidden;position:absolute;">
                                    <button id='sub_forgotpwd' name="pyActivity=Code-Security.pzShowForgotPassword" type="submit" onClick="removeErrorMessage();" >
                                        <span><pega:lookup property="pxRequestor.pyButtonLabel" value="Forgot password" /></span>
                            </pega:when> -->


Published November 29, 2018 - Updated October 8, 2020

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