Recently we are facing a new issue in our reset password scenario. If we do reset password for an existing user with mobile number everything works normal. But if we do a reset password with user not present in auth0 but in custom database. We are getting this error. Where as if we try reset password with email irrespective of user present in auth0 or custom database, it works fine. Only issue with mobile number. We use twilio as phone provider.
“Failure fetching template data for tenant”. I also verified that all the templates are enabled. This is happening for last few days so not sure is there any new changes needs to be adapted?
I am sorry about the delayed response to your inquiry!
Does your custom database connection contain a Change Password Script? If yes, could you provide me the tenant name on which you are experiencing this issue so I can take a look myself at the configuration and errors?
Hi @nik.baleca ,
Thank you for the reply. We don’t have the Change password script. We have only Login and GetUser script for our custom database. Our tenant name is smarsh-dev. Looking forward to hear from you.
From what I have checked on your tenant configuration, I have noticed that you have Import Mode ON for the database connection, meaning that indeed you do not require a Change Password Script and only Login and Get User.
I believe what may be causing the error that you are receiving for the external DB users is discrepancy or misconfiguration in the Get User script which causes Auth0 to fail the lookup and initiate the password change flow via the SMS provider configured on your tenant.
I would recommend checking if the phone number identifier is being correctly retrieved from the external DB and validated accordingly.
Otherwise, I have noticed that you have opened a support ticket regarding the matter with our Developer Support team. I would highly recommend troubleshooting the issue with the representative assigned to your ticket for the time being and I will sync up with them regarding the matter to provide further updates on this topic and continue the investigation related to the error that you are receiving.