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A user forgot their password. I have admin rights in the org so I reset their password. They then informed me that they have also forgotten the answer to their secret question.

I know that you can navigate to your own user settings and change your secret question and its answer, so I logged in as her through the user list as described here. Unfortunately your old password is also needed to change this.

The user has also tried several combinations of answers with lower case and upper case letters.

I've found a few articles like this that don't give much information about resetting the security answer - "If you do not remember the answer to your secret question you should contact your System Administrator".

Please note this is also in a sandbox environment so if I'm totally out of options, as an alternative I can delete and recreate the user, but I'd rather not.

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3 Answers 3

You don't need the secret answer with an admin password reset. The screen allows them to set a new password AND secret question/answer at the time. They are not being asked to confirm their old secret question/answer. Also, you can't delete users. Once created, the user will exist until the entire sandbox is refreshed from production.

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Thanks sfdcfox. I didn't realise you couldn't delete users from the sandbox. –  SineadCoyle Sep 3 at 15:22
    
The user responded saying they had received an e-mail with a temporary password and was able to log in with that. It didn't ask them for a secret question and answer at all. –  SineadCoyle Sep 3 at 15:26
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They should still set a new answer as soon as possible so they don't have to bother you each time they need a password reset. –  sfdcfox Sep 3 at 15:35

A quote from here:

In this scenerio, you can do 1 thing call salesforce.com customer support and tell them your user name. They will ask you 1 or 2 questions to verify your identity and they will reset the password for you.

Salesforce Support Contact numbers are listed at- https://help.salesforce.com/HTViewSolution?id=000001000

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Thanks for the answers. The user responded saying they had received an e-mail with a temporary password and was able to log in with that. It didn't ask them for a secret question and answer at all.

I'm not sure if this is new functionality or possibly only sandbox behaviour.

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