No results found. Ask us directly:

User gets “Account not found” error when resetting password

Last updated: July 10th 2026 · Status: Validated · Article ID: 3844889

💻 Environment/Context

  • Login
  • User
  • ACCOUNT_NOT_FOUND error

 

 

❓ Issue/Question

  • I can't access my account. I tried to recover using the Forgot password option, but still being prompted that the account is not working
  • I am unable to reset my password. I get an “Account not found” error

 

👌 Resolution/Answer

  • Confirm the user's email address
  • Check if a corresponding account exists with the user's email address
  • If there's an account, ask the user to reset their password - How to reset/change my account password? 
    • Important Note: On the Forgot password screen, advise the user to input the email address all in lowercase (case-sensitive)

 

🥚 Cause

  • The password reset email input field is case-sensitive. If capital letter(s) were input in the email, it may not match the exact email address that corresponds to the user account, and the “Account not found” error will appear, and no password reset email will be triggered

 

🔖 Notes