I never receive the password reset email

For Customer Portal users: what to check when the password reset email never arrives.

I never receive the password reset email

This page is for Customer Portal users. If you are a BackOffice employee who cannot log in, see I cannot log in to the BackOffice and nothing works.

Before you start, check Troubleshooting checklist: start here.

Introduction

When a Customer Portal user asks for a password reset but the email never arrives, the most common cause is that the portal has no "lost password" email template linked.

If no template is linked, the portal does not send that email.

Detailed explanation

The Customer Portal sends automatic emails, including invitations and password resets.

Each email needs a template linked in the portal's Email settings.

If the "lost password" template is not selected, the reset email is never sent.

Also check the user's spam or junk folder. Confirm their email address is correct.

Step-by-step guide

1. Open Configure email settings.
2. Follow Choose the lost password template.
3. Ask the user to check spam and request another reset.

FAQ

"I click 'forgot password' in the portal but nothing ever comes through."

This is usually a missing lost-password template. Link the template, then try again.

Does this apply to BackOffice employee logins?

No. This page only covers the Customer Portal.

The template is linked but the email still doesn't arrive.

Check spam and confirm the email address. If it still fails, contact support.

References

• Troubleshooting checklist: start here
• Configure email settings
• Create Customer Portal email templates