Overview
If you are trying to reset your own password or if an admin or the support team is in charge of that, an email is sent to you so you can define a new password. If you are not receiving this email, this article can help you.
Solution
Here are a few things you can check on your side:
- Are ResponseTek emails being directed to a folder like spam, junk, trash, or the like?
- Did you search for the ResponseTek email using the search capability?
- Are you checking the correct email inbox? You must check the same that has been registered in ResponseTek. If you are not sure, ask the person or department responsible for managing ResponseTek users, so they can check which email address is registered for you.
- Are other users able to receive ResponseTek emails? They can easily make a test by clicking Forgot Password on the ResponseTek portal.
- If they do not receive the email, there might be a firewall or email rule preventing ResponseTek emails from arriving. Talk to the IT department in your company about this.
- If they do receive the email, then it is something related to your account.
If everything seems to be correct, you will need to ask for help:
- If your company is a Skyvera customer, please reach out to the program manager.
- If your company is an Ignite customer or if you are not sure, please create a support ticket for further investigation.
Please include this information in the support ticket or in your communication to the program manager:
- Your username and the email address you are checking.
- If you have checked the mentioned folders and searched for the email.
- If other users are receiving ResponseTek emails.
The support team will do their best to help you sort this out.
<supportagent>
Check the email log so that you can see if the emails are being sent or not. If they are not being sent, escalate the issue to the SaaS team. If they are being sent, answer to the customer that there is no issue on the ResponseTek side.
</supportagent>
Priyanka Bhotika
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