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What to do if you don't receive the password reset email

This guide is part of our Admin FAQ series.

If you or your member forgets your password, follow the steps in this guide to initiate a password reset. 

Troubleshooting password reset for your member

If your member goes through the process of resetting their password but does not receive the Password Reset email, follow the steps below to troubleshoot any issues:

  1. In your MemberSpace backend, go to 'Members' > search for the member > click 'View member details' > check to see if the Password Reset email was sent:

  2. If you do not see the password reset request in your MemberSpace backend, have your member request it again.  Otherwise, you can initiate the password reset on behalf of your member via the same process by entering their email address in step 2 instead of yours.

    If you do see the password reset request in your MemberSpace backend, but the member is unable to locate the email, encourage them to search for the "from" email address in their inbox. 

    The "from" email address can be located in your MemberSpace backend under 'Customize' > 'Member Emails' > 'Change the email address your members see' > Scroll down to 'From Address':Performing a search will locate the Password Reset email even if it landed in a folder other than their inbox such as spam or junk.

  3. After the member performs the search, if they are still unable to locate the email, we recommend they whitelist your "from" address within their email provider.  Whitelisting an email address will differ depending on which email provider your member is using.

  4. Once the "from" address has been whitelisted, you or your member should request the password reset once more.

  5. If your member is still unable to locate the password reset email, please contact our support team at [email protected] so we can take a deeper look.

Troubleshooting password reset for a site admin

If you (the site owner) go through the process of resetting your password but do not receive the Password Reset email, follow the steps below to troubleshoot any issues:

  1. Search for "[email protected]" in your email inbox.  This will locate the Password Reset email even if it landed in a folder other than your inbox such as spam or junk.
  2. If you are unable to locate the Password Reset email after performing the search, you will need to whitelist "[email protected]" within your email provider.  Whitelisting an email address will differ depending on which email provider you are using.
  3. Next, request a new password reset as outlined in this guide.
  4. If you are still unable to locate the Password Reset email, please contact our support team at [email protected] so we can take a deeper look.
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