Can't log in to my account. Not receiving reset password email

  • Profile Image
    Melissa 
    Asked on May 24, 2016 at 10:28 AM

    Every time I enter a user name it says it sent a password reset email.  But nothing ever comes to my inbox. 

  • Profile Image
    BJoanna
    Answered on May 24, 2016 at 12:19 PM

    I have checked email address you used to post this thread and I only found guest account that has no forms. I have then checked your IP address and I found 2 active accounts. Only one of them has forms. Username of that account is lmarchie. I have then checked our email log and  I saw that password reset email was sent to email address of that account. Email address of that account is cb*****@con************well.com. If that is your email address, please check your inbox and reset your password. 

    Hope this will help. Let us know if you need further assistance. 

  • Profile Image
    Melissa 
    Answered on May 24, 2016 at 12:24 PM

    Unfortunately cbuckley@consoleandhollawell.com is no longer an active email. How do I reset the email to go to another account if I can't do a password reset?

  • Profile Image
    Charlie
    Answered on May 24, 2016 at 01:33 PM

    Unfortunately, the email cbuckley@consoleandhollawell.com is the one used or set on the account username lmarchie. For privacy and security reasons, we do not directly change or update our users' account information. That is why the password reset is in place in case the user forgot the log in credentials.

    It would be best to re-activate that email address instead so that you can receive the email password reset, after that, log in to the account and update the email address in the Account->Settings.

     

    I believe you should be able to ask your IT team to re-activate or enable access on that email address, because it's on the same domain with what you have.

    Let us know if you need more information on this.