Q: When and why am I seeing this error?
Answer:
You may see this error when you are filling out the Forgot Password form after clicking the Forgot Password? link under the Login button.
The error occurs because the information you entered (User ID, Email, or Contact Number) does not exactly match the details registered in the system.
The system requires an exact match, including correct spelling, spacing, and case sensitivity.
Q: How to resolve the issue if encountered error “Failed to send Reset Password Link. Your information not found in the system” when attempting to Reset Password due to the user forgotten the password?
Answer:
1. Locate the PIC with the correct roles
- Look for the Person-In-Charge (PIC) that hold the User Management Admin role.
- Provide details of the affected user such as User ID, email address, and contact number.
2. Verify the registered user details in CMS
- Request PIC to log in to the CMS.
- Navigate to Menu → User → User Management.
- Enter the User ID and click Search.
- Compare the details provided by the user with the information registered in the CMS.
3. Identify Any Discrepancies
Check carefully for:
- Capitalization (e.g., uppercase vs. lowercase letters)
- Spacing (e.g., extra spaces before/after text)
- Numbers or special characters
Note:- The details entered during the “Forgot Password” process must match exactly with the details registered in the CMS.
4. Carefully Enter the Correct Details
- After confirming your details with the PIC, enter them exactly as provided when requesting the reset password link. Make sure to match the spelling, capitalization, and spacing precisely.
For more details on how to Change Password and Security question, please refer to this FAQ - How to Change Password and Security Question