Reset password is not working

[Saharetesam]

Steps to reproduce

Reset password should work for lab team by entering username or email.

Current behavior

reset password is not working. After entering username or email, they don't receive an email to reset their password. Palau and Marshall Islands have the same issue. Please check other sites as well if it is possible. /

Expected behavior

Screenshot (optional)

[Saharetesam]

@xispa any update on this?

[xispa]

I've checked Palau and works to me. I did the following:

1. Go to Login page
2. Click to "Get help" link at the bottom, next to "Trouble logging in?"
3. Enter the username
4. Click to "Reset your password"

I then received an email that looks like this:

From: senaite@************
Subject: Password reset request
Date: Fri, 19 Jun 2026 06:47:07 +0900 (18/6/26 23:47:07)

The following link will take you to a page where you can reset your password for SENAITE LIMS site: https://****/passwordreset/***********************

(This link is valid for 168 hours)

If you didn't expect to receive this email, please ignore it. Your password has not been changed. Request made from IP address 127.0.0.1

Read about the Palau Health disclaimer http://****/disclaimer.html

I've done same test at RMI's Majuro and worked as well (received an email from rmilims@*******).

Please double check that:

1. the user checks the email address that was once set for his/her account
2. the user checks the spam folder
3. the user types the correct username
4. the user can try to enter his/her email address to get his/her username
5. if the user still not receives the email, login as admin and check his/her email (go to Lab Contacts > Lab contact > Login details)

[markbes1]

@xispa I just tried this and it doesn't work if you enter your email for password reset only username
As shown below it says you can enter either your username or email to get a password reset
Can we get it to work for email or should we just say enter username only?

[xispa]

@xispa I just tried this and it doesn't work if you enter your email for password reset only username As shown below it says you can enter either your username or email to get a password reset Can we get it to work for email or should we just say enter username only?

Believe me I tried and both strategies worked, either entering the username or entering the email address:

I feel the problem here is that the contact email might not match with the linked user email. Would you mind to double-check following these steps:

1. Login as admin
2. Click ⚙ (top-right) > LAB CONTACTS
3. Click the contact willing to authenticate
4. Compare the displayed "Email Address" with the one displayed when Login details (top) is clicked.

If the two mails are different, you can update the user email by, while in the Login details view:

1. Remember the username
2. click the Unlink User button
3. Click admin > Site Setup > Users and Groups
4. Search and click the username
5. Update the Email with the right one
6. Go back to the contact and re-link the user.

Emails generated by the system will be sent to the correct address afterwards.

I've noticed this inconsistency between the contact and the user, so I will revisit the code to ensure that when the email of a contact is updated, the email of the linked contact is updated as well.

[markbes1]

Remove 'or email' from instructions above entry box under username