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

If you or your member forgets your password, you can easily 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 dashboard, go to Members
2. Search for the member and click View member details
3. Under Events check to see if the Password Reset email was sent.
4. If you do not see the password reset request in your MemberSpace dashboard, 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.
5. If you do see the password reset request in your MemberSpace dashboard, but the member is unable to locate the 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.
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.