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

Following email security alerts from the government, many IT teams will strengthen spam and phishing filters on their mail servers. This can cause emails from the platform to be sent to the Junk Email folder or be rejected altogether by the mail server.

Solution

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

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.