Error when resetting a Plesk user’s password: Password reset request was denied: user may intercept mail sent to the domain

Symptoms

• When resetting the password with the Forgot your password button on the login screen, a green confirmation message is displayed, but the reset link is never received in jdoe@example.com mailbox
• The following message can be seen in /var/log/plesk/panel.log (Linux) or in %plesk_dir%adminlogsphp_error.log (Windows):

ERR [panel] Password reset request for email 'jdoe@example.com' (user 'user') was denied: user 'mail@example.com' may intercept mail sent to the domain 'example.com'

Cause

The reset function checks if the user has permission to reset the password or access the mailbox.

If the mail service is disabled for example.com domain, this behavior is caused by a bug PPPM-12991

Resolution

As workaround, use a mail account from a different domain.