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Community password reset emails not redirected to 'Forgot Password' page when using an external email client

Fecha de publicación: Oct 13, 2022
Descripción
Community password reset emails are not redirected to Forgot Password page but instead directed to Login page for some users. The cause for this problem could be outlook add-ons or third-party email scanners that check or validate URLs received in emails. So the token is expired when the email scanner checks the URL. There isn't any way for us to detect or prevent such services from consuming the one-time URL/token.
Solución
A feature was released that is intended to help organizations overcome this type of external interference.  It is a Profile-based setting (under Password Policies) called "Don't immediately expire links in forgot password emails".

The intent of this (non-Default) setting is to ensure (force) the reset Link to remain valid *until* the user confirms the password reset request by clicking on the button on the provided reset password page. Once they confirm, the user will need to set their new password. If they do not successfully set the password, they will need to request a new link as the one provided in the email would have expired. 
 
In order to take advantage of it, admins must explicitly enable it for affected Profiles. 

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1. Identify an affected Profile to test. 
2. Click Edit. 
3. Scroll to "Password Policies". 
4. Select "Don't immediately expire links in forgot password emails". 
5. Save the change. 
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Alternate Solution

If an outlook user is experiencing this issue, ask them to perform the following:

1. Open "Outlook.com" in their browser.
2. Go to "Settings | Options".
3. Go to "Mail | Layout | Link preview".
4. Disable the 'Preview links in email' option, and click on save.
5. Go to the community site and perform a password reset.
6. After the email is received, open it and click on the link. It should work correctly then.

Please note: Users using other email clients or third party scanners (including Outlook if the above solution does not work) will need to reach out to the provider of the software to address the issue as we are not able to provide support for third party software. 

Reference Articles:

View and Edit Password Policies in Profiles
Password Policy Fields in Profiles
Número del artículo de conocimiento

000381667

 
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Salesforce Help | Article