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Password Reset Email Not Received

Emily Yeomans

If a password reset email did not arrive for a user, it is typically due to email filtering, account configuration, or authentication settings.

Use this guide to identify the cause and determine the appropriate next steps.

Before You Start: Determine the Account Type

Before troubleshooting, determine which type of account the user has:

  • Standard SSO user: Password resets are managed by the institution's identity provider or IT help desk. The Cayuse Forgot Password link does not reset SSO passwords.
  • Local Cayuse user: The user can use the Cayuse Forgot Password link to request a password reset email.
  • New, guest, or external user: The user may be waiting for an account activation or set-password email rather than a password reset email.

Quick Reference

Issue Cause What to do
Email never arrives Email filtering or delivery issue Start with end-user email checks
Reset link arrives but login fails SSO, account, or session issue Review SSO and account configuration
Admins can reset passwords, but users cannot Admin-only reset enabled Verify tenant password reset settings
No users receive password reset emails Email system or tenant configuration issue Review admin diagnostics and email settings
Reset link is expired or invalid Link was previously used or has expired Request a new password reset email
Email address on the account is incorrect Incorrect email address stored for the user Update the user's email address
SSO user did not receive a password reset email Password management is handled by the institution's identity provider Direct the user to their institution's IT help desk
Guest or external user did not receive a password reset email The user may require an activation or set-password email instead Verify the account type and resend the activation email if applicable
Activation email could not be resent Account state or email-generation issue Contact Cayuse Support with user details and the approximate time of the attempt

Section 1: End-User Steps

Have the user complete these steps before escalating.

What to Do Details
Check spam and junk folders Search for emails from no-reply@cayuse.com and noreply@cayuse424.com
Search for "cayuse" Subject lines may vary
Check all folders Look in rule-based folders such as Notifications or System Messages
Wait up to 10 minutes Delivery delays can occur
Confirm the email address The email entered must exactly match the account email
Check link expiration Reset links are single-use and expire
Try a different browser Use a private/incognito window if needed

If the email still does not arrive, it is likely being blocked by the institution's mail system.

Section 2: Using an SSO Environment

If the user authenticates through SSO, password resets must be performed through the institution's identity provider or IT help desk.

Recommended actions:

  • Contact the institution's IT help desk to reset the password.
  • Log in again through the institution's SSO portal.

If login issues persist after the password has been reset:

  • Contact the institution's Cayuse Administrator.
  • Verify there is no mismatch between Cayuse and the institution's identity provider.

Note for administrators: Some accounts may still use local (non-SSO) credentials. Verify the user's authentication type before assuming SSO applies.

Section 3: Guest and External Users

If a guest or external user cannot access their account or set a password, verify the following:

  • The user account exists and is active.
  • The email address on the account is correct.
  • The user is accessing the correct Cayuse environment (Production, UAT, etc.).
  • An activation or set-password email has been sent, if applicable.
  • The user has checked their spam, junk, quarantine, and filtered email folders.

If the user still does not receive the activation email, contact Cayuse Support and provide:

  • Username
  • Email address
  • Institution
  • Environment
  • Approximate date and time the activation email was sent or resent

Section 4: Admin Steps

If the issue persists, have a Cayuse Administrator complete the following steps.

Step 1: Verify the user account

  • Confirm:
  • The account exists.
  • The account is active.
  • The email address is correct.

Update or create the account if needed.

Step 2: Send an admin-initiated reset

  • Locate the user in Admin.
  • Use Send Password Reset.
  • Confirm the email address before sending.
  • Ask the user to check all folders again within 10 minutes.

Note: Some tenants restrict password resets to administrators only. Verify whether this setting is enabled.

Step 3: Allowlist Cayuse email senders

The most common cause of missing emails is email filtering.

Ask your IT team to allowlist:

Also verify SPF and DKIM validation for Cayuse domains.

After changes:

  1. Wait up to 30 minutes.
  2. Trigger a new password reset.

Step 4: Test with a different email

  • Temporarily change the user's email address to a personal email account and send a password reset.

If the email arrives:

  • The institution's mail filter is likely blocking the message.

If the email does not arrive:

  • Contact Cayuse Support.

Section 5: Institution-Wide Issues

If no users receive password reset emails, possible causes include:

  • Email security policy changes
  • Mail gateway filtering
  • Cayuse email delivery issues

Verify the following:

  • The issue affects multiple users.
  • Mail gateway logs do not show blocked messages.
  • Allowlist settings are configured correctly.
  • No recent email system changes are affecting delivery.

If the issue persists, contact Cayuse Support.

When to Contact Cayuse Support

Contact Cayuse Support if:

  • Emails do not arrive at external email addresses.
  • The issue affects all users.
  • Allowlist updates did not resolve the issue.
  • Reset links are consistently expired.
  • There may be an account data issue.
  • An activation email or password reset email cannot be generated.
  • An admin resend action returns an error.

Include the following information:

  • Institution name
  • Cayuse product
  • User email address
  • Username
  • Whether the issue affects one user or multiple users
  • Results of any external email tests
  • Mail gateway logs or error messages, if available
  • Time of the most recent password reset attempt
  • User type (SSO, local Cayuse, guest, or external)
  • Environment (Production, UAT, or other test environment)

 

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