Password Reset

[Jennifer Hall]

Hello,  I have a coworker that got an email to reset their password but there is no link or anything for him to click on to do a reset.  he has 4 days left before it expires.  I need a way for him to get that reset.  My Rally is a subscription.  How do we change passwords?

[Sagi Gabay]

Hi Jennifer,

Generally, in order to change/reset a password:
A user must be enabled for Email Notifications. The user themselves can check that by clicking Edit Profile and look for Email Notifications checkbox. Also an admin can check the user's record and confirm). The user can then go to rally1.rallydev.com , click Forgot Password, then fill in their username. The username is in an email format, and usually is the user's email address itself, but it doesn't have to be. So the user needs to make sure they're typing their username there.
Then the user should expect to get an email with a link. That link should lead the user to the password reset screen.

I believe you know all of this, but to be certain I explained it.

Assuming your user followed up these steps as explained, and received an email that does not include the actual link to reset the password then:
I would recommend the user tries one more time.  If problem is the same, then please open a support case. To expedite Support's ability to assist, please include:

The username of the user.
The timestamp when the user entered their username to the Forgot Password field.
Preferably, if you can attach the email that the user did receive (the email that's missing the link) - that may help as well.

Thanks,
Sagi