Forgot Password WS do not retrieve challenge questions


I'm using the Forgotten password Web Services within an old user
application 3.7 patch E3 and I'm having the following behaviour.

I call the method "processUser" to the specified user to get his
challenge questions, but for some users that already have the challenge
questions, the web service call is not retrieving them, i don't know
why, only for a group o users happend.
Just to let you know, those users have password policies with challenge
questions configured and they are all enable.

Anyone have an idea why for these users the web service is not returning
the challenge questions?

Many thanks

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