Troubleshooting Missing Password Reset or Verification Emails

If you requested a password reset or verification email but nothing arrives, there are several checks you can do to find and fix the issue. Use the steps below to confirm your account, check for blocked or misdirected messages, and work with the right contacts to restore email delivery.

Step 1: Confirm you have an account and entered the correct email

Start by making sure you actually have an account with the service and that you are using the right email address.

• Confirm you have previously signed in to the service with this email address. If you never had an account, the service may not send a reset or verification message.
• When using a “Forgot password” or verification form, carefully check that your email address is entered correctly.
• If you spot a typo, correct it and submit the reset request again.

Step 2: Check your mailbox, spam, and filters

The email may have arrived but been filed away or flagged as junk.

• Check your inbox, spam/junk folders, and any other folders where mail might be automatically filed.
• Review mailbox rules or filters that might move or archive messages, especially for services like ShareFile where rules often file notifications into folders such as “New Uploads”.
• If you find the reset or verification email in another folder, move it back to your inbox and disable or adjust the rule that affected it.
• Request the password reset or verification email again after adjusting your filters.

Step 3: Check quarantine or security filtering (Proofpoint and similar)

In some organizations, security tools quarantine suspicious messages before they reach your mailbox.

• Check any email quarantine system your organization uses (such as Proofpoint) and review quarantine logs.
• If you see the password reset or verification email in quarantine, release it and mark it as safe so future messages from that sender are delivered.

Step 4: Verify forwarding and linked apps

If you still do not see the email, it may be going to a different mailbox or reachable via an integrated app.

• Check whether your account has email forwarding enabled that might be sending messages to another address.
• For services like ShareFile, try signing in via any linked app (for example, an Outlook integration) as a temporary way to access your account while you continue troubleshooting email delivery.

Step 5: Ask an administrator or support contact to trigger the reset

If self-service requests are not working, involve an administrator or support contact for the application.

• Confirm with your account administrator whether they have already performed a password or MFA reset on your account, since this often triggers email instructions automatically.
• If they have not, ask them to perform or re-run the password or MFA reset, or to trigger a password-reset or verification email using your exact email address.
• Immediately check your email again (including spam, filters, and quarantine) after they trigger the reset to see whether the message arrives.
• If the reset email arrives when triggered by support or an administrator, delivery is working and the issue may relate to account setup or timing.

Step 6: Work with the service owner or vendor

If you still are not receiving the emails after the checks above, you may need the service owner or vendor to verify your account setup.

• If the reset email does not arrive at all and is not in quarantine, contact the service owner or vendor for that application to confirm your user profile and resend or verify your account setup.
• For Bill.com, contact your internal Bill.com administrator (the person who manages Bill.com accounts) to verify your account and request a reset.
• For Avalara, contact Avalara support or the vendor’s support channel so they can confirm your user profile and resend or verify your account setup.
• If a support-triggered reset arrives immediately but you still cannot access the account, continue working with the vendor to confirm the user profile is configured correctly.
• If you cannot log in and no reset email arrives, ask an administrator to check your user account and permissions and make any necessary changes before you try signing in again.

Step 7: Use the service’s “Forgot password” as needed

In some cases, you may need to alternate between admin-triggered resets and your own self-service requests.

• If an administrator has already performed a password or MFA reset but you still have no email, try using the service’s “Forgot password” flow yourself to request a reset email.
• If that still fails, ask the administrator to repeat the password or MFA reset so you receive new setup links and can complete your password change or MFA reconfiguration.