User prevented from password reset, but is being forced to reset password due to security issue

Hi we’ve got a user who isn’t receiving a password reset email. He’s receiving the message “We have detected a possible security issue with this account. To protect your account, we have prevented this login. Please reset your password to proceed” on trying to login which means he’s blocked from us until this can be resolved.

Help please.

Hi @AndyNexusbet,

Have you tried unblocking the user and resetting the password in the Management Dashboard? This should get your user up and running, then I suggest looking in the logs to see if there are any errors for the user to point you in the right direction

Hope this helps