Why would a user not receive 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:

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
   
   
2. Verify if the user has registered for ESS. The reset password email will not be sent to a user who has not registered for ESS.
   
3. Ask the affected user to check their spam or junk emails folders.
   
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
   
5. Verify if the affected user is clicking on the 'Submit' option when prompting the 'Reset Password' email.
   
   
6. If the reset password email has not been received between 45 - 60 minutes, please contact support@payspace.com for further assistance.
   

Related FAQs

      Why do I receive an "Incorrect Token ID" error when resetting my password?

      Why am I receiving an "Invalid Token" error when trying to reset my password?

• Related Articles

• How can a user reset their password?

  This feature is available on all PaySpace editions To reset a password, navigate to the login screen and select the "Reset password" and "Submit" buttons after inserting the user's email address. A link will be sent to the user's email address which ...

• Why is an employee's valid email address reflecting as "invalid" on their Basic Profile screen?

  This feature is available on all PaySpace editions The system has been enhanced with a visual validation mechanism that displays the validity of an email address inserted on the Basic Information screen. Navigate > Employee > Basic Information > ...

• Why is an employee's email address not completing the email validation process check?

  This feature is available on all PaySpace editions Contact the Support department at support@payspace.com to investigate why the system is not validating the affected employee's email address. Related FAQ Why is an employee's valid email address ...

• How do I correct e@syFile™ error: "Employee contact email (3125) invalid character in email address"?

  If the number captured in the Email Address field under the Contact Details tab on the employee's Basic Profile screen, contains an invalid character, it will result in the "Employee contact email 3125, invalid character in email address"e@syFile™ ...

• How do I correct e@syFile™ error: "Employee contact email (3125) invalid character in email address"?

  If the number captured in the Email Address field under the Contact Details tab on the employee's Basic Profile screen, contains an invalid character, it will result in the "Employee contact email 3125, invalid character in email address" e@syFile™ ...