Purpose
This article is for Allbound users who request a password reset and receive the error message "Sorry, that key does not appear to be valid." When clicking on the URL provided in the password reset email. Listed below are the troubleshooting steps needed to bypass this error.
Where is the Password Reset?
The password reset can be found on the login page of your portal by clicking on "Lost your password?"
- Example screenshot:
Users will be able to enter their email address and request a password reset by clicking the button for "Get New Password." The user will be sent an email that will contain a URL path. Once the URL from the password reset email has been clicked it will direct the user back to the portal to apply a new password to their login credentials.
Password Reset Email
The screenshot below will provide you with a visual reference of the password reset email.
- Example screenshot:
*the information seen in the screenshot above has been edited for this example
When the user receives the Password Reset email they will be provided a specific URL path within the email. By clicking this URL path the user is taken to the portal where they are able to reset their password.
Sorry, that key does not appear to be valid.
If the user clicks the URL path and receives an error message "Sorry, that key does not appear to be valid." then there are a few extra steps to help bypass this issue caused from the user's side. Typically the most common issues for this are the user is not clicking the most current password reset URL provided in the email or that the user has a level of security on their device that is altering the URL path provided in the email.
- Example screenshot:
If the user has received more than one password reset email
- When the user clicked the password reset button, it is possible that the button was clicked more than once and additional emails were sent to the user.
- The URL path that is provided in the Password Reset email is only valid for the most recent key that was provided to the user. For example, if the user were to double click the button for "Get New Password." then a second URL would be provided to the user and the first URL that was provided in the first email would now be invalid. Only the latest email received will contain a valid key.
If the user is using any 3rd party Email client or Security settings
1. Applications like Outlook have potential to change the URL path provided in the Password reset email, this change of the URL will cause the password reset key to become invalid. An additional password reset will not fix this. You must bypass the application and copy and paste the URL directly from the email and into your web browser.
2. If no 3rd party email client is used and you receive the message "Sorry, that key does not appear to be valid." then it is possible that there could be a security application running or plugins, extensions, addons that could be altering the state of the URL. It is strongly advised if you see this issue that you copy and paste the URL from the email into your web browser instead.
How long is the key valid for?
The password reset key will not expire unless a new password reset is requested. If the user sees that the key is no longer valid then the user either requested an additional password reset and the wrong URL was used for the email or a 3rd party application has altered the URL path provided from the password reset email.
If you still have questions, please reach out to your Customer Success Manager or Open a Support Ticket.
Also, please refer to this article for further information to learn about our Password Reset limitations: