Error: "Password reset is not allowed for this user" Federated/SSO user login

Products

• Support Portal
• Clarity PPM SaaS
• Rally On-Premise
• Rally SaaS
• Cloud Secure Web Gateway - Cloud SWG
• CA Payment Security
• Endpoint Security
• Endpoint Security Complete
• Email Security.cloud
• AppNeta

Issue/Introduction

You encounter the error message "Password reset is not allowed for this user." when attempting to reset your password on the Broadcom support portal. This typically occurs when your account is federated through one of our enterprise-grade products from CA, Symantec and VMware.

Many organizations use federated authentication methods such as Single Sign-On (SSO) to streamline user access and enhance security. If your account is set up this way, password resets are not managed through the support portal itself. Instead, authentication is handled through your organization’s identity provider.

This article explains why this error occurs and provides the correct steps to successfully access the support portal.

Environment

All Broadcom GCP SaaS customers (CA, Symantec and VMware) using Federation Single Sign On.

Here are some products to consider; this is not a comprehensive list.

• Rally (formerly CA Agile Central)
• Clarity PPM
• AppNeta
• Arcot Payment Security
• Cloud Secure Web Gateway (Cloud SWG)
• Cloud Workload Assurance (CWA)
• Cloud Workload Protection (CWP)
• CloudSOC Cloud Access Security Broker (CASB)
• Enterprise Console
• Email Security.cloud
• Symantec Endpoint Security (SES)
• VMware products

 

Cause

Your user account is configured for federated authentication, meaning your login credentials are managed outside our system—typically through your organization’s identity provider using SSO. When you attempt to reset your password through the support portal, the system identifies your account as federated and restricts direct password changes.

Since the support portal cannot override the authentication rules set by your identity provider, the option to reset the password is disabled, resulting in the error: "Password reset is not allowed for this user."

Resolution

Federated users can access the support portal by following these steps:

1. Log in to your product console using your organization's federated credentials (SSO).
2. Once you're logged in, open a new tab or in the same browser tab, go to the following support portal URL: https://support.broadcom.com/
3. The system will recognize your active federated session and automatically authenticate you into the support portal—no additional login or password reset is required.

Additional Information

If you're having trouble logging into your product Portal/Console via SSO, please contact the respective technical support team for assistance. Refer Contact Broadcom support.