Password Reset Fails for Galaxy Account

Question: Password Reset Fails for Galaxy Account

3.8 years ago by

klusza • 10

United States

klusza • 10 wrote:

Hello,

I was wondering if other people have experienced an inability to reset their password on their Galaxy account. I have tried multiple times on different browsers but it keeps stating "invalid or expired password reset token. please request a new one" even though I literally try to reset it after I get the email. I have a lot of data uploaded in my galaxy account so I would like to recover it if possible. Many thanks for anyone who has any information on fixing this problem.

Stephen

galaxy • 1.5k views

ADD COMMENT • link •

modified 3.0 years ago by xunshengbu • 30 • written 3.8 years ago by klusza • 10

3.8 years ago by

Dannon Baker ♦ 3.7k

United States

Dannon Baker ♦ 3.7k wrote:

Hi Stephen,

We can definitely figure this out, and your data is safe, so no worries there. So, you fill out the password reset field, get the email, and then when you click the link it says it's invalid? I've just tried this same thing, and it worked fine for me. These are (intentionally) one-time-use links for security reasons, if that's what you're running into.

Just to be sure of what's going on -- can you request a password reset link, close all galaxy windows, and *then* click on the link?

Update: Email clients can sometimes mangle the reset link -- you can get around this by copying and pasting the link into your browser.

-Dannon

ADD COMMENT • link modified 3.7 years ago • written 3.8 years ago by Dannon Baker ♦ 3.7k

This fixed my problem with the password reset. For those curious of the specifics, my school email address is run through Microsoft Outlook web app, so clicking the link directly will not work in this client. Thanks Dannon!

ADD REPLY • link written 3.7 years ago by klusza • 10

3.7 years ago by

klusza • 10

United States

klusza • 10 wrote:

Hi Dannon,

sorry for the slow response. I go to Galaxy, request the password reset, close all galaxy windows, and click the link in my email client that leads me to the Galaxy page to reset my password. I type the new password and confirm it, and I get "invalid or expired password reset token. please request a new one". I do all of this in under a minute from requesting a password reset.

I tried this in Chrome and Safari, both browsers give the same answer.

ADD COMMENT • link modified 3.7 years ago • written 3.7 years ago by klusza • 10

Does it look like the link might possibly be getting mangled by the email client? If you copy and paste the link does it work?

ADD REPLY • link written 3.7 years ago by Dannon Baker ♦ 3.7k

I didn't detect anything obvious since clicking the link took me to the password reset page. on your advice, I copied and pasted the link and the password reset worked. many thanks for your help, Dannon. :)

ADD REPLY • link written 3.7 years ago by klusza • 10

Ok, great! I'll update the answer above in case anyone else has this problem, and then if you would, accept it.

ADD REPLY • link written 3.7 years ago by Dannon Baker ♦ 3.7k

3.7 years ago by

alberto.gil.12 • 10

United Kingdom

alberto.gil.12 • 10 wrote:

Hi,

I had the same problem klusza described. Is there any way to solve it?

Thank you,

Albert

ADD COMMENT • link modified 3.7 years ago • written 3.7 years ago by alberto.gil.12 • 10

We documented the solution that worked for klusza above, but -- copy and paste the link into a web browser and it should work.

ADD REPLY • link written 3.7 years ago by Dannon Baker ♦ 3.7k

3.4 years ago by

bbintz • 0

United States

bbintz • 0 wrote:

Hello,

I am experiencing an inability to reset my password as describe by klusza and alberto.gil.12. However, I am unable to resolve the issue by copying and pasting the link into a web browser. I've tried using multiple browsers (Firefox, Safari, and Google Chrome) to no avail. Has anyone else experienced this issue?

Thanks!

Brittania Bintz

bbintz@wcu.edu

ADD COMMENT • link written 3.4 years ago by bbintz • 0

3.0 years ago by

xunshengbu • 30

United States

xunshengbu • 30 wrote:

Are you sure the link direct you to the new password and confirm the password, not the login page, where it asks for user name and password?

Most of the time, it's the second one.

In this case, here is an embarrassing solution, but works on any browser:

1. Open another tab, log into galaxy with any other user account.

2. Click the link in your email to reset pass word.

ADD COMMENT • link modified 3.0 years ago • written 3.0 years ago by xunshengbu • 30

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