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Experience Cloud: Password Reset Emails Redirect to Login Page Instead of Forgot Password Page When Using External Email Clients

Дата публикации: Jul 7, 2026
Описание

Why This Issue Occurs

In Experience Cloud, password reset emails contain a one-time URL/token that expires as soon as it is opened. When a user's email client or a third-party email security scanner automatically scans and opens URLs in incoming emails — such as the Safe Links feature in Microsoft Outlook or similar enterprise email scanning tools — the reset token is consumed by the scanner before the user can click the link. This causes the link to appear expired or redirects the user to the Experience Cloud login page rather than the Forgot Password page.
There is no way to detect or prevent such services from consuming the one-time URL/token from the Salesforce side. However, Salesforce provides a profile-level setting to mitigate this behavior.

Решение

Primary Solution: Enable "Don't Immediately Expire Links in Forgot Password Emails"

A profile-based setting under Password Policies called "Don't immediately expire links in forgot password emails" was released to help organizations overcome this type of external interference. This setting forces the reset link to remain valid until the user confirms the password reset request by clicking the button on the provided reset password page. Once they confirm, the user must set their new password. If they do not successfully set the password, they must request a new link.
To enable this setting for affected profiles:

  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. Click Save.

Alternate Solution: Disable URL Preview in Outlook

If an Outlook user is experiencing this issue, ask them to perform the following steps to disable link preview scanning:

  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 Save.
  5. Go to the Experience Cloud site and perform a password reset.
  6. After the email is received, open it and click the link to confirm it works correctly.

Note: Third-Party Email Clients

Users experiencing this issue through email clients or third-party scanners other than Outlook — or if the Outlook solution above does not resolve the issue — must contact the provider of their email software directly. Salesforce cannot provide support for third-party email software behavior.

Номер статьи базы знаний

000381667

 
Загрузка
Salesforce Help | Article