Bug: Password Reset Notification Emails Sent as Plain Text Instead of HTML

Version Affected: 21.04 and later
Bug Number: Not provided in source
Bug Status: Closed - Fixed
Fixed in Version(s): 24.4.3

 

Overview

The Password Reset Notification email can be formatted correctly as HTML in Content and Localization settings, under the passwordreset_emailbody value — for example:

<br><br>Your password for your account was recently changed.<br>If you made this change, no further action is required.<br><br>If you did not make this change, please contact the Service Desk immediately.<br><br>Thank you,<br>Need help? Contact Service Desk<br>Phone: 1-800-123-4567<br>Email: servicedesk@company.com<br>

Despite this, the email is still sent to end users as plain text, including all of the literal HTML tags shown above.

Cause

This is a product defect. The only configurations where the Password Reset Notification email is sent correctly as HTML are:

• Classic realm configuration: the Password Reset Notification Email setting must have only "One-Time Passcode via HTML" selected.
• New Experience (SWAP): the Policy's email Multi-Factor Authentication (MFA) option must have only "One-time passcode" selected, and HTML must also be selected at the Global MFA - Email level.

If any other email MFA option is enabled — whether on its own or in addition to the configuration above — the Password Reset Notification email is sent as plain text instead of HTML.

Resolution / Workaround

Upgrade to 24.4.3 or later, which resolves this defect.

 

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