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Company Experience Cloud Site password link does not generate a 'reset password' email

Publiseringsdato: May 5, 2026
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Users assigned the Company Experience Cloud Site user license are unable to reset their password using the Forgot Password link on the Experience Cloud site. This is expected behavior.
The Company Experience Cloud Site license is treated as an internal user license in Salesforce. Because of this, the standard Experience Cloud site's Forgot Password page — which is designed for external users — does not generate a reset password email for these users.
Only external users can reset their own passwords from an Experience Site's Forgot Password page.

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Why the Forgot Password Link Does Not Work for Company Experience Cloud Site Users

The Company Experience Cloud Site license grants internal user access. While this license allows the user to log in directly to the Experience Cloud Site, it also means the user has valid Salesforce internal credentials. The Forgot Password flow on Experience Cloud sites is designed for external community users only and does not trigger a password reset email for internal license holders.

Workaround: Reset Password via the Internal Salesforce Login Page

Company Experience Cloud Site users can reset their password using the standard Salesforce internal login page:

  1. Go to login.salesforce.com.
  2. Click Forgot Your Password?
  3. Enter the registered email address.
  4. Follow the password reset instructions sent to the email.

The same credentials used for login.salesforce.com are valid for logging into the Experience Cloud Site.



See also:
Reset Your Forgotten Password
 

Knowledge-artikkelnummer

000382198

 
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Salesforce Help | Article