When a user resets their password in Magentrix, a notification email with instructions is sent to the email address associated with their user account. Sometimes these emails may not be received for several reasons, most commonly as to why the email was not received by the client are:
- Email was marked as spam
- Corporate email filtering policy filtering suspected emails
Troubleshooting:
- Check your spam folder, as Magentrix email can sometimes be mistaken for spam by your email client (i.e. Outlook).
- Verify whether the email non-receipt is just at a corporate email address e.g. johndoe@magentrix.com or an external email address such as Gmail or Hotmail.
- If the user has a corporate email set in their account, change it temporarily to an external address such as a Gmail address and send the password reset again.
- If the external address receives the notification, proceed to the next troubleshooting option. If the email is not received, contact Magentrix Support via support@magentrix.com
- If you have found that only corporate email addresses are having trouble receiving the emails, contact your company’s IT team and ask them to check the spam filtering configured on the email servers. Spam filters can be very strict and may block a Magentrix email by mistake when it is received by the server.
If after completing these steps you are still unable to receive password reset emails, contact Magentrix Support via support@magentrix.com for further assistance.