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Khoros Marketing Login Fails and Password Reset Shows “An unexpected error has occurred”

Overview

If you cannot log in to Khoros Marketing and password reset fails with the message "An unexpected error has occurred. Click here to return to the login page. If the problem persists, please contact support@khoros.com.", you may also see repeated CAPTCHA/login failures or an “Internal Server Error” during the forgot-password flow.

A common root cause is that the user account was deleted in your Khoros Marketing instance by an instance administrator. When the user record no longer exists, the platform cannot authenticate the user or complete self-service password reset, and generic errors may appear.

Reported errors may include:

  • "An unexpected error has occurred. Click here to return to the login page. If the problem persists, please contact support@khoros.com."
  • “Internal server error” during the forgot-password flow (may appear as a generic server error page/message)
  • CAPTCHA challenge appears to fail repeatedly (e.g., CAPTCHA generation/verification loop)

Why this happens

If the user account was deleted in your Khoros Marketing instance, the platform no longer has an active user record to authenticate. As a result:

  • Login may fail even with correct credentials
  • “Forgot password” may fail because password reset requires an existing user record
  • The UI may show non-specific errors (including CAPTCHA/login anomalies and generic “unexpected error” messages)

How to diagnose

  1. Confirm whether the user exists in your instance
    • Ask your Khoros Marketing instance administrator to check the user management settings for <user_email>.
    • If the user is missing, proceed to the resolution steps below.

Resolution

Because a deleted user cannot complete self-service password reset, the remediation must be performed by your instance administrator:

  1. Recreate the user account (admin action)
    • Recreate the user with the correct email address (<user_email>) and assign the appropriate roles/permissions.
  2. Retry login
    • Return to <khoros_marketing_login_url> and sign in.
    • If CAPTCHA still appears problematic after the account is recreated, retry in a private/incognito window or clear cookies for the login domain (to remove stale auth state), then attempt login again.

Frequently Asked Questions

1. How do I know this is the same issue?

You see "An unexpected error has occurred. Click here to return to the login page. If the problem persists, please contact support@khoros.com." when resetting a password (and/or “Internal Server Error”), and the problem reproduces across multiple browsers/devices/networks.

A strong indicator is that the user is missing from the instance’s user list because it was deleted.

2. What if the user exists but still can’t log in?

Check whether the account is disabled/locked, or whether the user is assigned the correct permissions. If the issue persists after confirming the user is active, share the exact error text and timestamp with Khoros Support so authentication logs can be reviewed.

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  1. Priyanka Bhotika

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