User is not receiving password reset email

Checking the active user list

Password reset emails are only sent to registered users. For security reasons, the message on the password reset screen does not disclose whether an email address is registered on the platform, so you will need to check whether the user is actually registered.

Firstly, logged in as an administrator, you will need to check the current list of users to see if they have been invited to use the platform previously.

Visit Settings > Users and either scroll the list or enter the user's email into the search bar to see if it is found.

Inviting users not found in active user list

If the user is not found, you will need to invite the user to register using the Invite New User function described in the Onboarding New Users article.

Users still not receiving email

If the user's correct email address is present in the active users list and they have been resent their invitation email, get the user to check their junk/spam folder. We do our best to ensure emails don't end up in junk but sometimes corporate email filters can make them up there. If system emails keep going junk, it is worth getting the user to add the system From Email Address to their contacts or safe senders list.

If the email is not in spam/junk then please contact our Helpdesk and they will be able to check the logs on our email servers to investigate further.