Password reset identity error for Default self service process

[Kri]

While resetting the password the user receives the below OOB email as a error and can't able to login 

When I checked the user profile, it existed in the user table, and nothing seemed to be wrong. I generated a password and sent it to the user, and the user was then able to log in to the instance. However, when I checked the password reset activity logs, I saw the following error. I would like to understand why the user was initially unable to log in.

[kaushal_snow]

Your request for the password reset was not processed error because the Default Self Service Password Reset process failed identity verification, often due to using only email verification, misconfigured verifications, or the user not being properly enrolled, resulting in the system treating them as invalid until you manually reset their password..

[Kri]

How can we ensure that this issue does not occur in the future? Could you help me with the steps to verify if a user has enrolled successfully?

[kaushal_snow]

Steps to Verify User Enrollment:

1. Check User Record:

   • Navigate to the user's record in the User table (sys_user).

   • Ensure the user is active and has a valid email address.

2. Verify Enrollment in Password Reset:

   • ServiceNow provides a Knowledge Base "How to Determine Users Enrolled in Password Reset That Require Verification" and mentioned steps to check if a user is enrolled in the password reset process.

3. Review Password Reset Process Configuration:

   • Navigate to Password Reset > Processes in the application navigator.

   • Open the "Default Self Service" process.

   • Ensure the process is set to "Public" to allow self-service access.

   • Verify that the required verification methods are correctly configured.

4. Test the Process:

   • Perform a test by initiating a password reset for a test user to ensure the process functions as expected.

[Kri]

Everything seems to be working fine as we're using the out-of-the-box (OOB) feature and have tested it with a test account. Password reset works as expected, so it's unclear why the end user is experiencing issues