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