What do I do if a user didn’t receive their password reset email?

First, search for the user in the portal and verify their status is “Active.” If status is “Active,” have the user attempt the “Forgot Password?” link again.

• First, search for the user in the portal and verify their status is “Active.”

  • If status is “Active,” have the user attempt the “Forgot Password?” link again. 

  • If status is “Invited,” the user has not activated their account or set a password. The user will need to activate their account via the portal invitation email they received. If the email cannot be found, select “Reinvite User” from the Action menu. 

• Have the user check their spam/junk folder. 

• Verify the user has added no-reply@firm.ai to their contacts/trusted senders.