---
title: "Reset Password troubleshooting"
slug: "reset-password-troubleshooting"
updated: 2025-08-11T05:28:39Z
published: 2025-08-11T05:28:39Z
canonical: "knowledgebase.copilot.cx/reset-password-troubleshooting"
---

> ## Documentation Index
> Fetch the complete documentation index at: https://knowledgebase.copilot.cx/llms.txt
> Use this file to discover all available pages before exploring further.

# Reset Password troubleshooting

When a user tries to reset their passwrod, they may encounter a few difficulties which may be easily remedied.

Here are the main issues that should be adressed:

### The person does not see the reset password email

#### Email may be in spam

The most common use-case is the email just being in spam. To avoid this issue entirely, make sure you are using an operational email with [good reputation](/v1/docs/emails-go-into-spam-sometimes-heres-why)

#### The user may not exist

For security purposes, the end-user cannot know if a user exist for the email requests in the reset-password flow. A quick search in the the support tab in the system would get you insight, maybe they just don't know with what email they signed up?

#### They may not be verified

If the person has never completed the [Email Verification flow](/v1/docs/email-verification-troubleshooting), they won't get the email - this is also in order to protect users and their email adresses.

### The person gets a "Token expired" error

Tokens for resetting your password are only valid for one hour, and **only for the last email sent (Every new Reset Passwrod request invalidates the previous token)**. The user should try to reset their password again with a new flow.

### Online validation

If you're on the phone with the person in question, it may be easy to click "Send Rest Password Eamil" in the user screen under support (Top right), to allow for an in-session fix.