Support Request: Retool Portal (Canvas Craft) Login Issue for Small Gods Accounts - Ticket #00095108

[Bibiana_Pedroza]

Hi team,

My name is Bibiana Pedroza, and I'm an Office Administrator at Canvas Craft. We use Retool for customer orders, and we're currently experiencing a login issue with a customer. They are unable to access the portal, and resetting their password hasn't resolved the problem. The error message they receive is

This error came up

Failed to confirm password reset

Invalid token

We also attempted to delete and re-create the user accounts, but I found that this option is not available on the platform.

I'm relatively new to both Retool and the company, and I've been asked to resolve this issue, which is why I'm reaching out for your assistance. The customer accounts experiencing issues are:

• jonny@smallgods.ca

• Chris@smallgods.ca

Please let me know what other information you need from me to investigate and resolve this issue.

Manage organization users

[Tess]

Hi @Bibiana_Pedroza,

Thanks for reaching out!

Has an admin of your org tried going to Settings -> Users and resending them a new password link?

It might also be worth trying on another browser or in incognito mode.

Has either user configured Google SSO? If so, it may be preventing them from using a password instead.

Lastly, we have seen this error come up if the password is too long, so that could be worth double checking

Keep me posted and we can keep investigating