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Unable to reset password for a Plesk account: Error: Identification failed: invalid username or email address specified

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Maxim Krasikov
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Applicable to:

  • Plesk Onyx for Linux
  • Plesk Onyx for Windows

Symptoms

  1. The following error occurs when trying to reset a Plesk account password via Forgot your password link:

    PLESK_ERROR: Error: Identification failed: invalid username or email address specified. Please try again. The username does exist.

  2. It is possible to reset password on behalf of the administrator via Subscriptions > example.com > Users > John Doe > Change settings without any issue.
  3. Username is different from the email address for this user:

Cause

Plesk bug PPPM-7806 that is planned to be fixed in one of the future product updates.

Resolution

As a workaround, use email that the user is bound to in the Username field instead of username:
username.png

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