When using the link to reset user's password a link with the internal IP address of the POA UI (User Interface) server is generated and sent to the customer, like in the example below:
The customer who received the link cannot access it because the link contains internal IP address.
When the link for change password is generated, POA takes IP address from the current session of the user who generated the link. So, in the case above someone from POA Provider staff members generated link for the customer from within PA local network, using internal IP address of the POA UI server.
When the link for change password is generated not from PA local network, then IP address or hostname of the corresponding branded Control Panel server will be used.
The customer has to generate the link using the publically available hostname of the branded Control Panel server.