Litmos Community Team (Litmos Team) asked a question.
Originally asked by a community member in the Litmos Community forum on 4 March 2025.
I’ve noticed an increasing number of support requests regarding password reset issues on the Litmos platform. Specifically, learners are experiencing two main problems:
1.Password Reset Emails Not Arriving: Despite ensuring that the email addresses are whitelisted and not in spam folders, some learners are not receiving the reset emails.
2.Invalid Link Error (lionk used within 24 hours): In cases where learners do receive the email, clicking the reset link redirects them to the login page with a “link not valid” message instead of the password reset page.
While we find the Litmos learner dashboard to be fairly intuitive, these password reset issues are significantly driving up support requests.
We would appreciate any insights or solutions to help resolve these issues promptly.
Cheers Steve
Reply from a community member, 5 March 2025
Hi Steve - from my days as a customer, when I encountered this issue, it was usually because the learner's email was not present in the 'email' field on their profile. While a 'user id' is often simply the learner's email, this information needs to be entered in the 'email' field of their profile, too. (The email field is further down the profile and can sometimes be overlooked when creating a user manually, or mistargeted when bulk importing users with a CSV file.) First, I'd run a quick report on all your users and filter it by the email field to spot any entries that are missing or corrupted.
If that doesn't solve your issue, I'd recommend raising a support ticket.
Reply from a community member, 5 March 2025
Thanks, Jon! I’ll run a report as you suggested. However, as part of our registration process, our admin ensures that email addresses are correctly added.
Interestingly, I manage two independent Litmos instances—one in Australia and one in New Zealand—and this issue is occurring in both.
Will raise a ticket
Kind Regards
Steve
Reply from a community member, 23 April 2025
I cannot say this is why you are experiencing point 2, but Litmos has an article in the KB that indicates the password reset link is a one-time use and if the learner's email has security in place to scan the link, then that counts as the one-time use.
The learners for my employer come from a variety of organizations (universities, cities, etc.) so they all have their own email security in place. Occasionally someone runs into this and I have to manually create a temporary password for them to circumvent the issue.
Reply from a community member, 28 April 2025
Thanks Alex
Reply from a community member, 6 June 2025
For Outlook users, having the email display in a preview window seems to cause the issue as well. Very annoying since most of my learners do this so I cannot rely on these one time use links.