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Password Reset via Email Fails for Email Accounts with "Attempt to reset password for a non-existent Subaccount" Error

Netgate Unknown

cPanel Version 128.0.17

Description:

Hello cPanel Support Team,

We have encountered an issue regarding password resets for email accounts within cPanel user accounts.

  • When trying to use the password reset feature via email for a cPanel user account, it works correctly only if the contact email is set by the cPanel administrator through the User Manager interface. This contact email field appears empty by default and must be manually filled by the administrator.

  • However, if the user tries to add or update the contact email directly from their own email account or webmail interface, the password reset feature does not work and returns the following error:

Attempt to reset password for a non-existent Subaccount via cPanel password reset detected

  • This limitation forces administrators to manually change passwords for email accounts instead of allowing users to reset their own passwords via email.

We believe this behavior could be improved by allowing password reset emails to be sent directly based on the contact email set by the user in their own interface, or at least by clearly documenting this limitation.

Could you please confirm if there is a planned fix or workaround for this issue?

Thank you for your attention.

Best regards,

Comments

2 comments

Date Votes
  • cPRex Jurassic Moderator

    Hey there!

    This is a known issue that our team is working on as part of case CPANEL-40009.  I don't have any type of ETA when this will be resolved, but I have added your feedback to the case just now.  If I hear any updates on my end I'll be sure to post!

    0
  • Netgate Unknown

    Thank you for confirming that this is a known issue and for providing the case reference CPANEL-40009.

    I appreciate you adding my feedback to the case. While I understand there is no ETA for the fix, I would like to kindly request that any updates, patches, or workarounds be communicated to me as soon as they become available.

    This behavior has a direct impact on end users, as it prevents them from resetting their email account passwords without administrator intervention, so any progress toward resolving it will be valuable to our operations.

    Thanks again for your assistance, and I look forward to hearing from you with any developments on this matter.

    0

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