FAQ: The Forgot Password function is not sending an email

Applies to: AML Accelerate

Question

I used Forgot Password on the login page but didn't receive the email to reset the password. What can I do to reset my password?

Answer

There are a number of reasons you may not receive the Forgot Password email:

• Inactive Account
• Email Security Filters
• Wrong Login Page

Inactive Account

Cause

You were invited to the platform but did not activate your account before the invite expired.

or

Your account has been deactivated by the company administrator on the account.

Solution

Email the person who invited you and ask them to send you a new invitation.

Alternatively, email us at [e-mail]

Email Security Filters

Cause

Spam and phishing filters on your company's mail servers can cause emails from the platform to be sent to the Junk Email folder or be rejected altogether by the mail server. This is especially the case when emails have a subject containing "Reset Password". 

In some cases, the email can take up to 20 minutes to reach your Inbox or Junk Email folder while the phishing/spam filters on your mail server verify the email is safe.

Solution

Check your Junk Mail folder. If the email is not there after 20 minutes, you will need to ask your IT team to allow [e-mail].

Note: Each time you trigger a Reset Password email, previous emails' hyperlinks become invalid.

Wrong Login Page

Cause

If you searched the web to find the login page, you may be on the wrong website.

Solution

Check the address of the login page you're on; it should be https://app.amlaccelerate.com/

Add this URL to your browser shortcuts or favourites.