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1. If a password reset request occurs more than once in 10 minutes, only the first request will be processed.

   1. Wait an additional 11 minutes from the latest attempt and try again.

2. There is spam filtering software that is blocking e-mails from support@robokind.com:

   1. Check your spam folder in your e-mail program by searching for support@robokind.com

   2. Within Outlook (or another e-mail program), add support@robokind.com to your safe senders list.

   3. If you receive e-mails from mailprotector, virtru, proofpoint, mimecast, protonmail, barracuda, sryptmail, echowork, hushmail, tutanota or similar, then locate a recent e-mail you’ve received from one of these applications, go to your settings, and add support@robokind.com to your safe senders list.

   4. If no e-mail received, submit an IT support ticket request to your local organization, asking them to white list support@robokind.com so that all employees can receive e-mails from that address.

   5. If a company is using G-Suite for e-mail (or some other filter that requires specifying white listed e-mail addresses by IP address), they can whitelist the IP Address 184.168.131.241 or domain name robokind.com.

3. If the above issues have not resolved the issue, please submit a support request at www.robokind.com/support (link at the bottom of the page) with the following information:

   1. E-mail address of the account(s) not receiving the e-mails

   2. Confirmation that e-mail client and server has been searched for any e-mails from support@robokind.com, regardless of the folder.

   3. Name of client e-mail software (i.e. Microsoft Outlook, gmail, webmail.php, etc.)

   4. Name of customers e-mail spam filtering software (see point 2c)

   5. A description of what white listing has been completed

Troubleshooting Password Reset E-mails Not Working:

1. If the password reset e-mail link is clicked and it takes the user to the login page rather than the password reset page, there are 2 possible causes:

   1. If the password link is more than 2 hours old, please request a new password reset link and try again.

   2. If it is still not working, it is possible that the link has been altered by the e-mail client. Please forward the e-mail as received to support@robokind.com with a description of the issue for assistance.

2. If the password reset or login screens are not working consistently, then it is possible that caching is preventing these pages from working correctly.

   1. Clear your browser cache and cookies for central.robokind.com, and try again.

      1. In Google Chrome, the easiest way to do this is to be on the central.robokin.com site, and use Ctrl + F5. Wait 11 minutes, then try the password reset or login again. If still no success, continue with the following steps.

      2. In other browsers, see https://www.auslogics.com/en/articles/how-to-do-hard-refresh-in-browser/ for hard reload instructions.

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2. If the issues persist, please

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1. forward the e-mail as received to support@robokind.com with a description of the issue for assistance.

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