Reset Password isn't working

11 Comments

  • Devan - Community Manager
    Zendesk Community Team

    Hello Richard,

    I've gone ahead and created a ticket for you, so one of our advocates can assist you with gaining access to your account. You should expect a response from them soon, let us know if there is anything else we can help you with.

    Best regards.

    0
  • Fredrik Bäckman

    Hi,

    Stuck in the same scenario with an inhouse agent.

    What to do?

    0
  • Devan - Community Manager
    Zendesk Community Team

    Hello Fredrik Bäckman,

    I've gone ahead and created a ticket on your behalf so one of our Advocates can look into this for you. You should expect a response from them shortly, and thanks for your patience regarding this matter.  

    Best regards.

    0
  • Farid Widjaya

    I'm in the same boat. Can you please get a ticket created for me?

    Thank you.

    0
  • Nicole S.
    Zendesk Community Team

    Hi Farid, 

    Are you an agent or an administrator? 

    0
  • Farid Widjaya

    I'm an administrator. Other administrator has also tried to resent my password but no email has been sent to me. I reached out to IT to make sure its not stuck in company spam filter and it's not there..

    0
  • Nicole S.
    Zendesk Community Team

    Hi Farid,

    Sorry to hear that this is happening! Your account admin should reach out to our support team so that they can troubleshoot at the account level.

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  • Julien Chevalon

    Hello, Same problem for me, i am administrator,

    No user receives an email to do a reset.

     

    regards

    0
  • Elissa
    Zendesk Community Team

    Hello Julien Chevalon

     

    I'm sorry your users are having trouble receiving the password reset emails. We often find customers don't receive the email because it get's blocked by some rules on your email servers. If you're not seeing the email in your spam folder, I would recommend taking the timestamp of the email request to your email administrator to see if they're able to dig up the email and get it pushed through for you.
    You can see more about that in this article which shows a number of ways you can troubleshoot the password reset email not reaching your inbox: I am not receiving my password reset email.

    I hope that helps!

    0
  • Julien Chevalon

    Hello Elissa,

    4 days later I received the email and other users 24 hours later

    I am also the email administrator and I confirm you that your emails do not arrive earlier than that.

    Anti-spam hasn't seen them before.

     

    Regards

     

     

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  • Elissa
    Zendesk Community Team

    Hello Julien Chevalon

    I'm very glad to hear the password reset emails came through eventually. Four entire days is a VERY long delay for those to come through though, you are very right!

    In the future if there is not a service incident (status.zendesk.com) and you're not seeing the email within 24 hours, you can always Contact Zendesk Customer Support and an agent can jump into our data logs to track down where the email is getting stuck and help you get that sorted out.

    I hope the reset works more smoothly in going forward!

    0

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