Problem Record: Pulse- Clients Online DMP-"the details you entered were incorrect" message
Problem Number: 484
Affected System: OnlineDMP
Issue summary
This presents when:
- A client requests a password reset via the website or via an advisor.
- The password reset link is sent and the client completes the steps.
- The client attempts to log in and an error message appears advising them there details are incorrect.
Clients are then unable to use OnlineDMP after changing their password.
Current Workaround
Walk clients through the below process when you speak to them and reiterate the importance of entering there details correctly.
- Clicked 'not logged in before?'
- Enter the client reference number and your email address.
- The below confirmation message will appear
- A password reset email will be sent to the email address entered in step 2. This will contain a reset link, click on this link. Here a new password can be entered with the client reference number.
- A confirmation message will then appear.
Permanent Solution / Accepted Workaround
The root cause could not be evidenced when using the online DMP test system. This was actioned by following the process a client would meaning is likely a user error.
To resolve Ensure the current workaround steps are followed exactly.
No new incidents have been raised in the last 6 months from November 2025.