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Customer self service portal login problem

Posted on by 40

I create a customer self service portal.

Anonymous user can create an account and login without problem.

I can see contact record created in Dynamic 365 after he login.

My problem:

1. The existed contacts, I gave them password by "Change password" in Contacts panel. But when I try to use email of this contact and login, the login failed. What is the login id of existed contact?

2. When I try to use "Forget password" in portal, the reset email never send! How can I troubleshoot it? I can send email in D365 sales/marketing and also case.

Thanks for any help.

  • Suggested answer
    CRMJetty Profile Picture
    CRMJetty 3,508 on at
    RE: Customer self service portal login problem

    Hello ufgeorge,

    1) What is the login id of an existing contact?

    Pls refer this thread,

    community.dynamics.com/.../742666

    2) Reset email never sent:

    Related site settings:

    • Authentication/Registration/ResetPasswordEnabled
    • Authentication/Registration/ResetPasswordRequiresConfirmedEmail

    Related process: Send a password reset to a contact

    1. Customize the email in the workflow as necessary.
    2. Submit the email to invoke the process.
    3. The visitor is prompted to check email.
    4. The visitor receives the password reset email with instructions.
    5. The visitor returns to the reset form.
    6. The password reset is complete.

    I hope it helps,

    Thanks.

    Please mark as verified if the answer is helpful. Welcome to join hot discussions in Dynamics 365 Portal.

  • Community Member Profile Picture
    Community Member Microsoft Employee on at
    RE: Customer self service portal login problem

    Hi,

    Unfortunately, it impossible to change to any other email address which does not existed like "donotreply@mycompany.com" in the from field from the properties window of the Send Email.

    pastedimage1628747102760v2.png

    You will need to change the From field in the process to either a specific user, or set up a queue and send from that instead.

    pastedimage1628747051480v1.png

    Regards,

    Leah Ju

    Please mark as verified if the answer is helpful. Welcome to join hot discussions in Dynamics 365 Forums.

  • ufgeorge Profile Picture
    ufgeorge 40 on at
    RE: Customer self service portal login problem

    The password reset email will from owner email of the contact.

    Is it possible to change to any other email address which does not existed like "donotreply@mycompany.com"

  • Community Member Profile Picture
    Community Member Microsoft Employee on at
    RE: Customer self service portal login problem

    pastedimage1628736504462v1.png

  • ufgeorge Profile Picture
    ufgeorge 40 on at
    RE: Customer self service portal login problem

    Can you screenshot "Select 'Portal Contact' form in Contact".

    I don't see it in my Contact.

  • Verified answer
    Community Member Profile Picture
    Community Member Microsoft Employee on at
    RE: Customer self service portal login problem

    Hi ufgeorge,

    1.What is the login id of existed contact?

       Login to portal using the Username and Password

    1. open an existing contact in Dynamics CRM
    2. Select 'Portal Contact' form in Contact
    3. Add 'Authenticated users' Web Roles in Web Role sub-grid
    4. Create Username in the Web Authentication section
    5. Change password by Clicking 'Change Password' button in the ribbon.
    6. Login to portal using the Username and Password

    Also make sure following Portal Site settings are set to true

    • Authentication/Registration/Enabled
    • Authentication/Registration/LocalLoginEnabled

    How to login using Redeeming invitation and set authentication see below link

    docs.microsoft.com/.../set-authentication-identity

     2.The reset email never send.

    https://docs.microsoft.com/en-us/powerapps/maker/portals/configure/set-authentication-identity#forgot-password-or-password-reset 

    By default the system uses action called "Send Password Reset To Contact" to send an email with necessary data. It configured to send an email from the owner of the contact by default. In your case, it might be that the owner of the record doesn't have an email

    Working with Microsoft Dynamics 365 Portal Password Reset | Microsoft Dynamics 365 CRM Tips and Tricks (inogic.com)

    Regards,

    Leah Ju

    Please mark as verified if the answer is helpful. Welcome to join hot discussions in Dynamics 365 Forums.

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