Why did my agent passwords expire after I set password expiry to "never"?

Question

My admin changed the the account password expiry to Never. However, agents keep receiving password expiry notifications. Isn't the new policy being applied?

Answer

This is expected behavior. Previous settings, that are less restrictive, are not overwritten by the new option. If the admin selects Never, the next passwords, chosen by your agents after their currently expiring passwords, will not expire. The previous passwords will expire.

Note: If you add an expiry policy, passwords previously set for the amount of time of that policy, for example 90 days ago, will expire.

For more information, see this article: Setting the password security level.