- kristithompsonAsked on May 17, 2018 at 10:45 AM
Sub-account user is not receiving the password reset email after selecting "Forgot Password" and entering their email address. We have verified the email address. Help?
- JotForm SupportKevin_GAnswered on May 17, 2018 at 12:49 PM
May you please provide us the sub user account username or the email address?
Also, please kindly check the spam/junk folder since the emails may have ended up there.
- kristithompsonAnswered on May 17, 2018 at 01:47 PM
Brandy Smith and we have check out spam/junk folders.
- JotForm SupportdavidAnswered on May 17, 2018 at 03:34 PM
It seems there was not ever an account set up for "email@example.com", which would explain why the reset email is not sending. My recommendation would be to remove the firstname.lastname@example.org sub-user and have them create a JotForm account associated with their email address. After they create an account, add them back as a sub-user.