Why is the affected user not receiving their password reset email?

Why is the affected user not receiving their password reset email?

Alert
This feature is available on all PaySpace editions

A user may not be receiving their Password Reset email due to the below possible reasons:

Step 1: Verify if the affected user's email address has passed or failed the validation process.

      Navigate > Employee > Basic Information > Basic Profile > Contact > Email Address

      

Step 2: Verify that the affected user has registered for ESS. The reset password email will not be sent to a user who has not registered for ESS.

Step 3: Ask the affected user to check their spam or junk emails folders.

Step 4: Check if the company has inserted a fictitious link in the URL override field, this will prevent any emails from being sent from PaySpace.

      Navigate > Config > Basic Settings > Company Settings > Basic Company Information > Company Themes > URL Override

      

Step 5: Verify if the affected user is clicking on the 'Submit' option when prompting the 'Reset Password' email.

      

Step 6: If the reset password email has not been received between 45 - 60 minutes, please contact support@payspace.com for further assistance.