My customer is not receiving a password reset request, what can I do?

If a customer reports that they’ve forgotten their password or are unable to log in, but the password reset email is not coming through, follow the steps below to investigate and resolve the issue.

Step 1: Locate the customer record

1. Navigate to Reports > Customers.

2. Open the Manage menu and use the Search function to locate the customer’s record.

This will allow you to review their account details and email status.

Step 2: Confirm the registered email address

Once you’ve found the customer:

• Verify that the correct email address is registered on their account.

• Ensure this is the same email address the customer is using to request the password reset.

An incorrect or outdated email address will prevent the reset email from being delivered.

Step 3: Check the customer’s email status

The Customer Report will also indicate whether the customer’s email address is affected by any delivery restrictions. These may include:

• Unsubscribed – The customer has opted out of mailing lists

• Complained – The customer has marked previous emails as spam

• Bounced – The email address is invalid or the mailbox does not exist

Any of these statuses can prevent password reset emails from being delivered.

Step 4: Manage suppression settings (if appropriate)

From the Manage menu within the customer record, you can remove the customer from one or more suppression lists, where applicable.

⚠️ Important:
A confirmation modal will appear advising that an email address should only be removed from suppression lists if you have received a direct request from the customer to do so. Always ensure you have the customer’s consent before proceeding.

Step 5: Send a new password reset email

Once the email address has been successfully removed from all relevant suppression lists:

• Select Reset Password from the Manage menu.

• This will send a new password reset request to the customer.

The customer should now receive the email and be able to reset their password successfully.