My customers do not receive the password reset email

Issue Symptoms

When our end users try to reset their passwords at the sign in screen, they do not receive the password reset email.

Resolution Steps

1. Confirm that your settings allow end users to update passwords. Click the Admin icon () in the sidebar, then select Settings > Customers and confirm that Allow users to change their password is enabled. If unchecked, the password reset email is suppressed. For more information about managing end user settings, see the article Managing end user settings
2. If the settings are configured to allow end users to change their password, ask your end users to check their spam or junk folders. Users can also check with their ISP or email hosting service if any emails are blocked.
3. If the steps above did not resolve your email delivery issue for passwords, contact customer support.