The password reset verification Personal Data - Enter Email Address mistakenly became case-sensitive.
Steps to Reproduce
In Password Reset Process, select Personal Data - Enter Email Address as a Verification method.
Enter an email address that does not match the case of the email address on the user record.
Note that the email address does not pass the verification step.
If you are unable to upgrade, modify the script include PwdVerifyPersonalDataProcessor: in line 78 and line 81, replace equals with equalsIgnoreCase.
Related Problem: PRB1069427