Plesk: Error Message with the "Forgot Password" Function

This article explains an error that occurs when the domain of the registered email address is recorded on the server, but the subscription is not assigned to the reseller. This prevents the password from being sent. To fix the error, it is recommended to use an external email address that is not linked to the reseller account, or to assign the affected subscription directly to the reseller. Examples of external email addresses are @gmx.ch, @hotmail.com, or @gmail.com.

This article describes what triggers the following error and how it can be resolved:

Trigger
Recommended Solution
Alternative Solution

Trigger

Prerequisites for the error to occur:

• The domain of the registered email address is recorded on the server
• The subscription of this domain is not assigned to the reseller
    

It does not matter whether the mail service of the domain is managed externally or directly in Plesk. As long as the domain is recorded, the error can occur.

Example:

Reseller Fritz Müller registers the email address [e-mail] for his Plesk admin user.

Reseller Fritz Müller records the domain beispiel.ch on his hosting and assigns the subscription to the customer Peter Suter.

This setup prevents the password from being sent to reseller Fritz Müller.
To reset your password, please contact us via our support form.

Recommended Solution

Register an external email address that is not part of your reseller account.
For example: @gmx.ch @hotmail.com @gmail.com, etc.

Alternative Solution

Assign the affected subscription directly to the reseller.
To do this, click on "Change Subscriber" and then select the reseller account directly.