---
title: "How your customers reset a forgotten password"
slug: "password-forgotten-flow"
description: "Reset a forgotten password in Frisbii Media SSO using an email verification code, with steps for expired or missing codes."
updated: 2026-10-16T13:40:53Z
published: 2026-10-16T13:40:53Z
canonical: "help.frisbii.com/password-forgotten-flow"
---

> ## Documentation Index
> Fetch the complete documentation index at: https://help.frisbii.com/llms.txt
> Use this file to discover all available pages before exploring further.

# How your customers reset a forgotten password

## Overview

If your customers forget their password, they can reset it themselves on the Frisbii Media SSO login page. They request a verification code by email, enter the code, and then choose a new password. This article walks you through each step of the flow, so you can support your customers if they have questions.

**Note**

Customers can log in with their email address or their username. To reset the password, however, they always need to enter the email address of their customer account.

---

## Before you begin

- Frisbii Media SSO is set up for your company.
- The email for resetting password is activated in the [mail settings](/frisbii-media/docs/mail-settings#available-system-mails).
- In [**Settings → SSO**](/frisbii-media/docs/einstellungen-uxui-design-und-account-verknüpfen#settings), the **Token type** is set to **E-MAIL**. With this setting, customers receive the verification code by email. If the token type is set to **NONE**, the password is reset without a verification code.

---

## Reset a forgotten password

Your customers follow these steps:

1. On the login page, click on the **password** link in **Forgotten your password?** below the **Login** button.
2. Enter the email address of the customer account and confirm.
3. Open the **Reset password** email and copy the verification code.
4. Enter the verification code on the next page.

> [!WARNING]
> The verification code is only valid for 15 minutes.
5. Enter a new password. The password must meet the password rules you have defined in your [SSO security settings](/frisbii-media/docs/define-security-settings-and-password-rules-for-frisbii-media-sso).

When the new password is saved, the customer is logged in and can use the new password for all future logins.

---

## If your customer requested more than one verification code

Each time a customer requests a new verification code, the previous code expires. Only the code from the most recent email is valid.

If your customer requests a code twice and then enters the code from the first email, an error message is shown because this code has expired. In this case, ask your customer to open the most recent **Reset password** email and enter the code from that email.

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## If your customer does not receive a verification code

- Ask your customer to check their spam or junk folder.
- Check that the customer entered the email address that is stored in their customer account.
- Check whether an account exists for this email address. If **Reveal existing account** is turned off in your SSO security settings, the flow continues as usual even if no account exists for the email address. In this case, no email is sent.

---