Password Reset Email Not Received

Overview

If a user forgets their password, they have an option to reset it from the sign-on screen through the Forgot password link. Admin users can also send the password reset email to the user. However, users may report that they are not receiving the password reset email.

 

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Diagnosis

The most common causes of this issue are the following:

• The user's spam filter is capturing the password reset email.
• The user is logged in to the wrong email account.
• A possible system issue with Kayako. 

 

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Prerequisites

• You need an admin account with the "Create and update users and organizations" permissions to send the password reset email.

 

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Solution

A. Check Email Account and the Spam Folder

Before proceeding with the rest of the solution, make sure that the user is logged in to the right email account. Kayako sends the password reset email to the registered primary email address of the user, in their Kayako profile.

Then, ask the user to log in to the right email account and checked their spam folder first.

• If the email is in the spam folder, ask them to mark it as "not spam" to avoid having the same issue in the future. Or contact their email admin for further assistance in unblocking the emails from Kayako.
• If the email is not in the spam folder, proceed with resending the password reset email again.

 

B. Resend the Password Reset Email

1. Log in to your Kayako instance.
2. To access the administration area, click on the gear icon at the lower-left corner.
    
   
    
3. Under Team Settings, select Agent directory.
   
   
   
    
4. Locate and click on the user.
5. Use the Type to filter field to search for the user.
   
   • NOTE: Step 1 - 4 will only allow you to see staff users (agents and admins). If you wish to search for customer accounts, you can skip steps 1 to 4 and use the unified search function in the upper-right of Kayako. Alternatively, you may view or search all users under your instance by going to the direct URL https://[yourdomain].kayako.com/agent/users (change [yourdomain] with your actual domain name)
      
     
      
6. Click on the arrow in the top-right of the window, next to the New Conversation button. 
7. Select Send password reset email.
   
   

 

NOTE: If the user is still unable to receive the password reset or verification email, it may be an issue with the Kayako platform which needs to be escalated to the infrastructure team. Proceed to report the issue to the support team.

 

 

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Confirmation

When you initiate 'Send password reset email', the user should receive an email to their registered email address similar to the sample in the image below.

 

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