## **🔍 Overview**

Some users of the white-label dashboard have encountered a validation error when attempting to use a password reset email. This article explains what is known about this issue and what information to have ready when reaching out for support.

## **⚠️ Understanding the Problem**

A validation error can occur during the white-label dashboard password reset flow, preventing clients from logging in after receiving a reset email. The specific cause of this error requires investigation by our support team on a case-by-case basis.

## **🛠️ When to Escalate**

Because this issue involves the white-label dashboard's backend reset flow, it requires intervention from our support team. When escalating, please have the following ready:

- The affected client's account username or email address
- The exact validation error message the client sees when attempting to log in
- The timestamp of when the password reset email was sent
- Your white-label agency account name

If you need further assistance, open the chat widget in the bottom-right corner of the platform and type **human teammate** to be connected with a member of our team.