There are a number of possible causes of this issue:
Cause 1 - Contact details for employee not populated.
Cause 2 - Forgotten password labelled incorrectly as enter Email when should be enter Portal Username.
Cause 3 - The forgotten_email parameter in Admin Settings has not been populated.
To resolve these, please review the following.
Resolution 1 - Enter contact details with contact type of EMAIL in CorePersonnel.
Resolution 2 - Enter your portal username rather than email when email address is requested.
🤓Tip: The password recovery messaging can be updated in the language pack. Search for the narrative currently displayed when requesting a reset.
Resolution 3
From the dashboard menu, search and select Site Manager.
Click Open next to Admin Settings.
Search for parameter code forgotten_email.
Click Edit, enter a sending email address ([email protected] is recommended) and click Ok.
Resolution 4
Enter employee number into username box.
Click Forgot password or security question below.
Enter employee number (username) when prompted and date of birth.
Password reset email will be sent.