Troubleshooting: Password reset e-mail not received

Owned by Daniel Crosby (Deactivated)
Last updated: Oct 01, 2021
2 min read

Problem

A customer has visited central.robokind.com and requested a password reset, however has not received the e-mail within 5 minutes.

Index of Troubleshooting Information:

Troubleshooting Password Reset E-mails Not Received

Note that if a password reset request occurs more than once in 10 minutes, only the first request will be processed. If this happens, wait 11 minutes from the first attempt and try again.

  1. Most organizations have spam filtering software at one or more levels to prevent e-mails from

    1. Check your spam folder in your e-mail program by searching for e-mail from 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.

  2. If still unable to receive a password reset e-mail, please submit a support request at https://robokind.atlassian.net/servicedesk/customer/portal/5/group/23/create/65 or http://support.robokind.com with the following information:

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

    2. Which system is being accessed (http://central.robokind.com or learn.robokind.com)

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

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

    5. Name of customers e-mail spam filtering software at the organization level.