Forgot password flow confusing

  • 1
  • Problem
  • Updated 6 days ago
  • Acknowledged
It's frustrating to have to click on Forgot Password multiple times (I almost didn't notice that I wasn't in a loop, on the second login screen)

Once I enter my email address, and click Forgot Password, and I need to select which account I'm talking about, from the email I get - that link should take me directly to password reset, not another login screen where I need to press Forgot password again! making me feel I'm in a loop.
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MallikaB

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Posted 4 years ago

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Ashlee Burch

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Hi Mallika,
I apologize that you have experienced an issue with the Password Reset functionality of ShareFile. That is certainly not the intended result. The flow should occur similar to the article here:

http://support.citrixonline.com/en_US/sharefile/help_files/SF010003?title=Forgot+Password

Were you ever able to reset the password? Also, were you at the login for your company (mycompany.sharefile.com) or at the generic secure.sharefile.com page? I would like to help you get to the root of the issue and get your password reset correctly.

Please let me know if I can help further.
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MallikaB

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Yes, I thought it was obvious I was able to reset, once I realized I wasn't in a loop, so actually clicked Forgot Password a second time, and clicked the second email, which finally had the password change link.

I can't remember the urls now, but my account is mallika.bachan@citrix.com, apparently it is linked to 3 accounts, though I've only ever used one.
(Edited)
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Ashlee Burch

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Thank you for your input Mallika, I'll make sure to let our team know regarding the loop that you encountered. 
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Lokitha, Employee

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If you are unable to login to your account, open yourdomain.sharefile.com and click the Forgot password link. 

Refer to CTX208278 - Unable to Login, How Do I Reset ShareFile Password? For instructions.

If you already requested a password reset email but did not receive it, here are some recommendations: CTX240121 - Did Not Receive Email With Link to Reset ShareFile Password

Citrix identified some unusual logins to certain Citrix ShareFile (aka. Citrix Content Collaboration) user accounts. We are requiring a password reset for all non-SSO accounts. Upon logging into ShareFile, users will no longer be able to use their old password. They will have received an email providing a link to reset their password.

For more details on the recent password policy change, refer to Citrix forces password reset to protect against credential stuffing