Troubleshooting password reset email delivery issues

Last updated: April 16, 2024

This article will walk you through steps you can recommend to your members if they aren’t receiving emails with instructions to reset their account passwords.

Depending on how the member's email service provider handles or filters these emails before it get delivered to the mailbox, there may be a number of reasons for email delivery issues.

The reset password email may get filtered and sent to the member's spam mailbox rather than their primary mailbox, making it difficult to find in their email account. In most cases, this is the common reason behind the member not being able to find the email in their primary mailbox.

It’s possible that your member might have mistyped the email address or used an email that is not registered with their community account.

Password reset emails usually get delivered within a few minutes. However, depending on the member’s email service provider, there could be a rare delay in receiving the email in the mailbox.

Issues with domain or storage limit in member’s email accounts could also cause these emails to bounce.

We recommend that members first search all mailboxes in their email account for the password reset instructions email using the keywords Reset password, no-reply@auth.circle.so, no-reply@circle.so, or no-reply@notification.circle.so, as this can help locate the email if it was delivered in a non-primary mailbox in most cases.

It is also advised to search for the email in the spam mailbox. If a member finds the email in the spam folder, they can mark it as not spam to ensure delivery of future emails in the primary mailbox.

Advise your members to ensure they use the correct email registered with their community account when requesting a password reset.

Here is a link to request a password reset email: https://login.circle.so/users/password/new.

Ask your members to check for any blocks that might be preventing email delivery, such as the storage limit of their mailboxes or an issue with domain setup in their email service provider.

💡 Tip: You can contact our support team for further investigation to see if there are any factors preventing email delivery.

If a member cannot find the password reset email in their mailbox, advise them to:

1. Add no-reply@auth.circle.so, no-reply@circle.so and no-reply@notification.circle.so as a contact in their email service provider.

2. Request password reset again using this link: https://login.circle.so/users/password/new.

Members can also try adding a filter to receive emails from no-reply@circle.so and no-reply@notification.circle.so in a specific folder. Most of the popular email service providers offer this option, which can help if a member’s email service provider is rejecting our password reset emails.

💡 Tip: If you would like to have the ability to reset passwords for your members, you can explore our Single Sign-On integration options which allow you to have greater control over login management.

📚 To learn more about SSO integrations, refer to the SSO section in the Help Center.

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